Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $75,600.00 - $113,400.00
Work Schedule
Standard Hours
Benefits
Medical insurance
Dental Insurance
401k plan
Profit sharing
Pet insurance
company holidays
Employee wine shop access
Job Description
E. & J. Gallo Winery is a renowned family-owned company boasting a rich legacy of over 90 years in the alcohol beverage industry. It is widely recognized as one of Glassdoor’s “Best Places to Work,” reflecting its strong commitment to employee satisfaction and company culture. The company manages an impressive portfolio of more than 130 brands that encompass a vast range of total alcohol beverages, including wine, malt, spirits, and ready-to-drink options. E. & J. Gallo Winery is home to some of the leading and most popular wine and spirits brands in the United States, such as Barefoot Wine and... Show More
Job Requirements
- Bachelor’s degree plus 4 years of consumer facing contact center experience reflecting increasing levels of responsibility or High School Diploma plus 8 years of consumer facing contact center or customer service experience reflecting increasing levels of responsibility
- Experience with social media and e-commerce customer service support
- Required to be 21 years of age or older
- Required to see, smell, and taste wine as part of job duties
- Leadership experience to include developing and motivating a team
- Strong problem solving and analytical thinking skills
- Strong written, verbal, and communication skills
- Required to travel to company offices, sites, and/or meeting locations for onboarding, training, meetings, and events for development, department needs, and business delivery up to 5% of the time, with or without reasonable accommodation
- Required to be 18 years or older
Job Qualifications
- Bachelor’s degree in Business Administration, marketing, education, or communications plus 5 years of direct supervision of contact center agents in a consumer packaged goods industry
- Experience managing consumer product liability claims
- Experience with contact center systems such as Astute ePC, Wilke CRS, ZenDesk, or SalesForce Service Cloud
- Strong relationship building skills
- Strong leadership skills including strategic thinking, change management, people management, communication, persuasion, influence, project management, and innovation
- Wine industry knowledge
- Ability to foster an inclusive work environment responsive to diverse staff and consumers
- Skilled in presenting information and responding to questions from managers, clients, customers, and the public
Job Duties
- Lead and develop a team of consumer services agents to deliver exceptional consumer experiences
- Coach team members through individualized feedback and development plans
- Oversee daily operational tasks including schedule management and quality audits
- Handle escalated consumer calls resolving issues with empathy and efficiency
- Partner with cross-functional teams to integrate new brands and products into workflows
- Identify opportunities for process improvements and champion service enhancement initiatives
- Analyze performance data to drive measurable improvements
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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