Overview:
Wölffer Estate, a sustainable vineyard and stables in the heart of the Hamptons, seeks an experienced Guest Relations Associate who will provide exceptional customer service to our customers. The position is focused mainly on catering to our Wine Club Members, DTC market, and e-commerce shoppers. This role requires strong interpersonal communication skills and a good understanding of customer service as it pertains to hospitality. This position reports to the Customer Experience Manager and will be based in Sagaponack, New York. Must be able to commute daily to Sagaponack!!
Duties:
- At all times provide exceptional customer service in a consistent, timely, courteous, and professional oral and written communication.
- Plan, produce, and oversee quarterly wine club sales and distributions including communications, payment processing, shipping, customizations, returns and fulfillments.
- Build new and retain existing Wine Club loyalists through customer engagement, consistent follow-up, and outstanding customer service, resulting in increased sales and longevity of membership. This may include staff incentives, sign up promotions and events
- Address all wine club and e-commerce inquiries including profile updates, billing/shipping issues, refunds, special requests and reservations
- Maintain wine club database, ensuring that all new member sign-ups, address changes, and credit card information received is entered accurately and in a timely fashion
- Research and resolve shipping and other customer service issues
- Assist Customer Service Manager with any department related tasks and projects.
- Contribute to wine club written materials, including newsletters, emails and wine club events.
- Assist with coordination, planning and execution of wine club events
- Respond to general customer service, guest relations and e-commerce inquiries via phone, email, live chat and book reservations
- Identify and resolve customer service issues proactively by conducting research and ensuring follow through
Skills:
- At least 2 years’ experience in Customer Service. Hospitality background is a plus
- Proficient in Microsoft Office, Wine Direct, Excel. Knowledge of Toast and Tock Preferred
- Strong organization and time management skills while meeting deadlines
- Excellent analytical, logistical, and problem-solving skills
- Ability to perform multiple tasks while remaining focused, calm and organized in a fast-paced environment
- Ability to offer exceptional customer service and cater to our member and guests' needs.
- Self-starter, clear communicator, and positive team player
- Wine knowledgeable and effective salesperson
- Ability to work weekends as needed.
Join our team as a Guest Relations Associate and be part of creating memorable experiences for our guests.
Job Type: Full-time
Pay: $60,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Free parking
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
Work setting:
Ability to Commute:
- Sagaponack, NY 11962 (Required)
Work Location: In person