Client Engagement Specialist

Joseph Phelps Vineyards • Full-time • Remote (St Helena, CA, US) • $30 - $33 / year • 1w ago

Joseph Phelps Vineyards, one of Napa Valley's most acclaimed and iconic wineries, is seeking a Client Engagement Specialist to cultivate meaningful, long-term relationships with our clients and members while supporting direct-to-consumer sales through thoughtful, personalized engagement.

The Client Engagement Specialist cultivates meaningful, long-term relationships with Joseph Phelps Vineyards clients and members while supporting direct-to-consumer sales through gracious, personalized engagement.

Serving as a trusted and attentive point of contact, this role delivers refined, highly personalized service that reflects the standards of a luxury wine brand. The Client Engagement Specialist proactively connects with clients through phone, email, SMS, and other approved communication channels to understand preferences, anticipate needs, recommend wines and experiences, and create memorable opportunities for continued engagement with Joseph Phelps Vineyards.

This is an exciting opportunity for a relationship-driven professional who is passionate about hospitality, client engagement, and delivering elevated experiences that inspire lasting connections with the Joseph Phelps Vineyards brand.

Duties And Responsibilities

The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

OUTREACH:

Proactively generate revenue through thoughtful, relationship-based client outreach while achieving sales goals established by the Manager
Deliver gracious, highly personalized service to new, current, and previous clients
Recommend wines with care and expertise based on individual client preferences, purchase history, collecting interests, and prior engagement
Participate in outreach sales team meetings

DATABASE MANAGEMENT:

Enter sales orders into Commerce7, ensuring orders are complete and accurate
Maintain an up-to-date consumer database, including credit card information and billing and shipping addresses
Set follow-up tasks and make notes of customers' preferences, purchasing habits, and other sales opportunities

WINE SHIPMENTS, DELIVERY, AND INVENTORY:

Work together with our Phelps Preferred Team to assist customers with shipping information, package tracking, and other order issues as they arise
Monitor progress of orders through the fulfillment portal
Manage returned orders promptly and accurately through resolution

GUEST COMMUNICATION:

Respond in a timely manner to all calls, texts, and emails regarding direct sales orders
Promptly investigate and follow up on any customer order concerns
Maintain knowledge of the Joseph Phelps Vineyards story and available wines to provide customized recommendations based on customers' preferences
Communicate with warmth, discretion, and polish in a manner consistent with the Joseph Phelps Vineyards brand voice and luxury positioning
Provide recommendations on food pairings, when to drink, how to store, and how to serve wine
Deliver elevated, luxury-level service across all client-facing interactions, ensuring every touchpoint feels thoughtful, polished, and aligned with the Joseph Phelps experience
Represent Joseph Phelps Vineyards as a polished and professional brand ambassador in every interaction
Support membership coordination and client inquiries under the direction of the Membership Manager
Educate customers on Phelps Preferred opportunities and benefits
Provide administrative assistance when needed

OTHER DUTIES:

Performs other duties as assigned by manager

Requirements

QUALIFICATIONS:

Minimum of two years of telephone sales, clienteling, luxury hospitality, or premium wine industry experience preferred
Exceptional sales and interpersonal communication skills, with the ability to connect authentically and professionally by phone, in writing, and in person
Warm, engaging presence with a positive, service-oriented attitude
Demonstrated ability to build long-term client relationships through personalized outreach, attentive follow-up, and thoughtful service
Highly detail-oriented, organized, and efficient
Experience using CRM and other computer-based project management tools
Proficient in Microsoft Word, Excel, Teams, and Outlook; experience with Commerce7 and RedChirp is a plus
Self-motivated, accountable, and collaborative, with the ability to achieve individual and team goals

PHYSICAL/MENTAL REQUIREMENTS:

Ability to work at a desk and use a computer for extended periods throughout the workday
Flexibility to work onsite at the winery for events and business needs as required

Hourly range: $30-$33 per hour, depending on experience, plus sales incentives and eligibility for a discretionary performance bonus.

Joseph Phelps Vineyards is an Equal Opportunity Employer.

Benefits