Careers

Customer Service Representative

Customer Service Representative

Summary

The Customer Service Representative engages in customer service and consumer experience activities, phone sales, database maintenance, eCommerce order fulfillment and consumer services across multiple brands. Ensures effective representation of the brand image and building of consumer loyalty. Will be instrumental in helping to create and maintain a world-class customer service experience.

** Based on candidate preference, the schedule will be Tues-Sat or Sun-Thurs. There is an option for hybrid. (Napa or Sonoma County) **

Roles and Responsibilities

  • Works to build product loyalty by providing timely luxury concierge service to customers (e.g. phone calls, emails and managing personal requests from customers).
  • Builds effective relationships with customers to maintain brand connection and customer loyalty.
  • Maintains and updates member database and mailing list.
  • Makes autonomous decisions within guidelines on discounts, shipping fees and other benefits to ensure customer service standards are being met.
  • Processes and tracks wine orders and delivery status via multiple systems. Resolves missed delivery attempts, returns, redirects and reships with fulfillment partner and customers.
  • Receives, processes and follows through on wine shipments, pending orders and special requests.
  • Builds and maintains cross-functional partnerships with Brand, Digital, CRM, Web Content, and IT.
  • Maintains comprehensive knowledge of wine product offerings, brand voice and brand positioning for multiple brands.
  • Engage in conversation and establish rapport with customers via email and outbound telephone communication.

Knowledge, Skills & Abilities

  • Must be a quick learner with a commitment to excellence and high standards
  • Ability to maintain records, organize, multi-task and respond quickly and effectively
  • Strong communication, organizational, problem-solving, customer service and analytical skills
  • Must have experience with Outlook and basic Excel skills
  • Experience in technical support is a plus. This role will involve customer tech assistance live over the phone
  • Knowledge and interest in the wine industry
  • Must have versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
  • Ability to be a team player

Experience and Qualifications

  • Bachelor or technical degree; or related work experience in tasting room, wine club, e-commerce or customer service 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 Vneyard
Safety – Tend the Vines
Entrepreneurship – Love the Wine You’re With
Fun! Smile! You Have Purple Teeth!

Foley Family Wines 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.

 

Location

Hybrid: Remote and Napa or Sonoma County office

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