Careers

Wine Club Associate
Location:
Rutherford, California
Job Summary

JOB DESCRIPTION

 

­­­­­­­­­­­­­­Job Title:  Membership Associate

Date:  6.22.2022

FLSA Status:  Non-Exempt

Location:  Rutherford

Job Reports to: Membership & Promotion Coordinator

 

 

 

Job Summary:  Execute administrative, customer service, marketing and sales functions to support membership department operations in a team environment. Provide exceptional customer service to members and guests via telephone, email and in person to extend brand loyalty, length of membership and drive sales, profitability and promote company image.  Must be detail oriented, enjoy being part of a team and actively willing to learn. 

 

Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Equity Statement: All employees shall embrace the unique contributions based on the diverse backgrounds, ethnicities, cultures, experiences, and identities of each individual as we actively create and promote a company culture that is inclusive, welcoming, and supportive of all people.

Safety Statement:  All employees shall follow safe practices according to the Injury and Illness Prevention Policy (IIPP), render every possible aid to safe operations, and report all unsafe conditions or practices immediately to any management employee or People Operations.

 

 

Essential Duties and Responsibilities: 

 

Administrative Support & Customer Service: (70%)

  • Manage membership accounts within our systems, including entering new memberships, updating personal information and membership status to ensure systems accuracy.
  • Provide exceptional customer service to members via the phone, e-mail and in person, including answering incoming calls and email inquiries and returning phone messages, to promote and encourage membership.
  • Promote member sign-ups, upgrades and retention with visitors and current members educating them on the privileges and obligations of membership. Keep members apprised of upcoming shipments, membership changes and developments  
  • Resolve customer complaints, encourage member reservations, sell experiences and work 3-6 membership events per year as a department representative.
  • Resolve decline credit cards through calls and emails to members.
  • Assist with club shipment execution, including charging credit cards, ensuring order compliance, facilitating special requests, and troubleshooting shipping issues.
  • Coordinate club shipment details to the fulfillment center, including delivery of collateral and wine in a timely manner.
  • Prepare member communications and collateral, including new member packets, cancellation letters and mass emails.
  • Review problem and open orders daily and work to resolve them as soon as possible.
  • Assist with communication, packaging and distribution of pick up orders.
  • Other duties and projects as needed.

 

 

 

 

Hospitality Support & Sales: (30%)

  • Serve wine to guests in accordance with company policy, enhance member and visitor experiences with friendly and informational discussion and service to promote wine and merchandise sales.
  • Keep abreast of merchandise and wine information, pricing and availability.
  • Promote telephone sales and input orders.
  • Take and process webstore orders and respond to service calls and emails.
  • Process transactions and ship orders through bLoyal and on register system, facilitate special orders.
  • Adhere to ABC regulations and established procedures regarding the handling and service of alcoholic beverages. Adhere to current shipping laws and policies.
  • Support Reservations by assisting customers with reservations inquiries and bookings using Reserve software.

 

 

Supervisory Responsibilities:   None

 

Job Requirements:

 

  • Education/Experience: Associate’s degree (A.A.) or equivalent from two-year college or technical school; or two years experience as a customer service representative, wine club assistant or comparable position, with proven ability to provide exceptional customer service. Experience with database maintenance, email marketing and promotions. Wine knowledge, passion, or winery experience appreciated but not necessary. 

 

Knowledge, Skills & Abilities:

  • Accuracy - Ability to perform work accurately and thoroughly.
  • Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
  • Communication, Oral - Ability to communicate effectively with others using the spoken word.
  • Communication, Written - Ability to communicate in writing clearly and concisely.
  • Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
  • Detail Oriented - Ability to pay attention to the minute details of a project or task.
  • Interpersonal - Ability to get along well with a variety of personalities and individuals.
  • Organized - Possessing the trait of being organized or following a systematic method of performing a task.
  • Relationship Building - Ability to effectively build relationships with customers and co-workers.
  • Reliability - The trait of being dependable and trustworthy.
  • Responsible - Ability to be held accountable or answerable for one’s conduct.
  • Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or ideal.

 

Physical Demands:

N (Not Applicable) - Activity is not applicable to this occupation

O (Occasionally) - Occupation requires this activity up to 33% of the time (0-2.5+hrs/day)

F (Frequently) - Occupation requires this activity from 33% - 66% of the time (2.5-5.5+ hrs/day)

C(Constantly) - Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

 

Stand – O, Walk – O, Sit – C, Handling/Fingering – C, Reaching Outward – C, Reaching Above Shoulder – O, Climb – N, Crawl – N, Squat or Kneel – O, Bend – O, Working at the computer - C

Lift/Carry

10 lbs or Less, O

11 – 20 lbs, O

21 – 50 lbs, O

51 – 100 lbs, N

Over 100 lbs, N

 

Push/Pull

12 lbs or Less, O

13-25 lbs, O

26-40 lbs, O

41-100 lbs, O

 

Other Physical Requirements

Vision (Near, Distance)

 

Work Environment: Most of the time work is performed in an office environment, with occasional work outside assisting in managing events for Wine Club members.

 

Other:  The work environment described here is representative of what an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Posted: June 23, 2022