Client Experience Associate (Accounts, Orders & Reservations)
Job Overview
Employment Type
Hourly
Full-time
Compensation
Type:
Hourly
Rate:
Range $16.00 - $23.00
Work Schedule
Standard Hours
Benefits
Medical insurance
Vision Insurance
Dental Insurance
401K Plan with match
Paid Time Off
wellness programs
Employee mentorship
Job Description
Wonderful Wines, the premium wine division of The Wonderful Company, represents three iconic and highly regarded wineries: JUSTIN Vineyards & Winery, Lewis Cellars, and Landmark Vineyards. This division is a pillar of innovation, entrepreneurial spirit, and an unwavering commitment to excellence in winemaking. Each winery within Wonderful Wines offers distinctive expressions of California's most celebrated winegrowing regions, including Paso Robles, Napa Valley, and Sonoma Coast. The portfolio is known for crafting extraordinary wines such as JUSTIN's acclaimed Bordeaux-style blends, Lewis Cellars' award-winning Cabernet Sauvignon, and Landmark's vibrant Sonoma Coast Chardonnay and Pinot Noir. These wines are celebrated both nationally and... Show More
Job Requirements
- Minimum 2 years of experience in hospitality or customer-facing roles
- proficiency with CRM and reservation management software
- strong organizational and communication skills
- ability to multitask and adapt in a fast-paced environment
- professional demeanor representing a luxury brand
- availability for on-site, full-time work in Napa, CA
- ability to handle order processing, payment management, and event coordination
- proactive problem-solving and customer service skills
Job Qualifications
- Minimum 2 years of experience in hospitality, guest services, or customer-facing roles, preferably within the wine, luxury retail, or resort industries
- experience or knowledge of the wine industry, trade/media visitation, or concierge services is a plus
- proven track record in managing reservations, bookings, and event coordination with attention to detail and excellent organizational skills
- experience with order processing, payment handling, and fulfillment coordination, including working with both consumer and corporate clients
- proficiency with CRM and reservation management software (e.g., Salesforce, SevenRooms, Resy) or similar platforms
- polished, professional demeanor suited to representing a luxury brand
- strong problem-solving skills, operational insight, and the ability to drive cross-functional initiatives
- strong interpersonal and communication skills, with the ability to engage professionally and empathetically with diverse guest and trade audiences
- knowledge of wine industry operations, trade/media visitation, or concierge services is a plus
- ability to multitask effectively in a fast-paced, dynamic environment and adapt to shifting priorities
- comfortable attending and supporting in-person events as needed
Job Duties
- Upholds 5-star service standards while providing end-to-end support to ensure efficient and seamless service delivery
- manages order exceptions and resolves issues in collaboration with compliance and fulfillment teams, maintaining SOPs and communication tools while recommending process improvements
- Resolves guest concerns and complaints using sound judgment and in partnership with management to identify the most effective solutions
- promptly responds to phone calls, emails, and text messages with professionalism, proper verbiage, clarity, and a service-first approach
- delivers intuitive and personalized service by offering tailored suggestions, thoughtful follow-up, and elevated sales recommendations
- demonstrates thorough knowledge of experiences at JUSTIN Vineyards & Winery and sister properties, presenting options that best suit guests needs
- accurately inputs and maintains guest information in operational systems to support a seamless experience
- maximizes profit by upselling experiences while building lasting relationships with guests and Wine Society members
- completes reservation processes for multiple outlets and events, confirming all pertinent details
- supports the Customer Experience Manager by way of fielding calls and providing administrative support when necessary
- maintains knowledge of local Napa Valley attractions, wine tours, tastings, and events, to enhance guest interactions
- creates and manages customer accounts with accurate contact details, payment methods, and membership preferences
- maintains up-to-date shipping profiles and delivery instructions to support seamless order fulfillment
- proactively contacts customers to update account information, resolve issues, and facilitate club order transitions
- processes one-time wine orders for various customer segments, including Members, Non-Members, Corporate/B2B clients, and internal employees
- manages club member shipments by modifying product selections, adjusting shipping schedules, and personalizing delivery frequency
- coordinates high-volume and specialized orders for corporate clients, virtual tastings, and employee gifting programs in collaboration with the Client Development team
- represents the company at in-person events as needed
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
We didn't receive the exact location for this job posting,
please contact the employer.
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