Wine Club Representative

Foley Family Wines & Spirits • Full-time • Santa Rosa, CA, US • $30 - $33 / hour • 1w ago

Established by Bill Foley in 1996, Foley Family Wines & Spirits (FFWS) is a portfolio of highly acclaimed wines and spirits from some of the world’s greatest estates. The company owns more than 25 wineries and distilleries, each with its distinct style, legacy, and approach to hospitality.

Job Summary

The Wine Club & Membership Representative will be responsible for providing best in class customer service to wine club members, new guests and beyond. This position reports directly to the Manager, Wine Club & Membership. This individual brings a solution focused attitude and will go above and beyond to ensure the customer is leaving a phone, email communication or interaction feeling integrated and appreciated for being a part of the Foley family portfolio. The individual possesses a wealth of in-depth knowledge related to customer service, best practices surrounding wine club programs, and organizational excellence. The individual has an exceptional ability to think creatively and understand that the customer is the core of our business model. This individual can listen, speak confidently and problem solve the guests needs in the moment. This individual works as a team player across the portfolio to assist in the successful execution of all communication initiatives related to the wine club membership.

**Schedule is Monday through Friday, with the option to WFH on Mondays and Fridays**

Essential Duties And Responsibilities

Provides best in class customer service which is relayed through emails, in-person interactions and phone calls
Expert level knowledge of all individual clubs is required
Ownership over batching success rates and proactively fix errors on orders and begin decline credit card campaigns
Ability to activate on all wine club operations, including but not limited too; building email communications, pulling customer lists, building templates, billing batches and other duties as assigned
Ensures the success of Chatterbox employees by responding to inquiries and executing on systems as needed
Execute on Ecommerce promotions and successfully support increased call volumes during campaigns
Create SOP’s and train team members on new processes as needed
Maintain, build and improve wine club communications calendar in Monday.com for digital initiatives and collateral/POS initiative as set forth by the management team
Coordinate the timely delivery of wine club collateral via various channels to ensure deadlines are met
Learning and proficiency in Service Cloud CRM is a necessary component for success
Understand and participate in the CSR queuing and ticketing system
Special events and HC support are required on an as needed basis to support the functions of the wine club
Supports Wine Club & Membership Leadership and Teams as related to wine club programs

Required Knowledge, Skills & Other Abilities

Must be at least 21 years of age
Must have excellent organizational skills to manage priorities and workflow, and the ability to follow through on projects with minimal supervision
Must have a commitment to excellence and high standards for hospitality and customer service
Must possess reliable transportation to travel regionally, as needed
Must possess a current driver’s license, maintain current auto insurance coverage, and a clean driving record
Must have a professional appearance and demeanor
When necessary, must be able to work a flexible schedule including evenings, weekends, and holidays

Education & Experience

1-2 years of membership services experience, or equivalent, is preferred
Salesforce Marketing Cloud experience is preferred

Company Core Values:

Teamwork – Be Each Other’s Partners in Wine
Commitment – Crush Every Day Like It’s Harvest
Quality – Good vs. Grape: It’s All in The Details
Integrity – It Takes a Vineyard
Safety – Tend the Vines
Entrepreneurship – Love the Wine You’re With
Fun! - Smile! You Have Purple Teeth!

#WJ-DTC-EL-HY-FT-FFWSW

FFWS has expanded its portfolio significantly since its founding, now including such storied brands as Chalk Hill Estate Winery, Sebastiani, Roth, Banshee, Ferrari-Carano, Chateau St. Jean, and Lancaster in Sonoma County; Merus, Silverado, and Foley Johnson in Napa Valley; Lincourt, Firestone, and Foley Estates in Southern California; Chalone Vineyard in Monterey County; Four Graces and Acrobat in Oregon; and Three Rivers in Washington. Foley Family Wine & Spirits import wines include Lucien Albrecht in France, Nieto Senetiner in Argentina, and 14 wine brands spanning three of New Zealand’s most acclaimed winegrowing regions: Marlborough, Central Otago, and Martinborough. The growing global spirits portfolio includes Minden Mill Distilling, Charles Goodnight Texas Straight Bourbon Whiskey, New Zealand’s Lighthouse Gin, El Mexicano Tequila, The Loch Lomond Group in Scotland, Two Stacks Irish Whisky and Killowen.

Foley Family Wines & Spirits provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status or any other characteristic protected under federal, state or local law.

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