Senior Associate, Customer Experience (Wine Club & Reservations)

Member Analytics:

• Analyze customer and sales metrics to identify opportunities for performance optimization
• Support onboarding and training for new and existing team members
• Monitor customer feedback to identify trends and patterns
• Serve as the second-tier escalation point for the Customer Experience team supporting Associates in promptly addressing customer issues and ensuring resolution and satisfaction
• Maintain SOPs and training guides for the CE team
• Maintain customer database CE team data and KPI reports
• Collaborate with cross-functional team members to develop club shipment calendar and communications plan
• Oversee customer credit card decline outreach strategy and daily reporting
• Analyze customer database to identify club shipment exceptions (e.g. ABV states with shipping limitations); develop action plan for exception cases

Client Experience:

• Upholds 5-star service standards while providing end-to-end support to ensure efficient and seamless service delivery
• Manages order exceptions and resolves issues in collaboration with compliance and fulfillment teams maintaining SOPs and communication tools while recommending process improvements
• Resolves guest concerns and complaints using sound judgment and in partnership with management to identify the most effective solutions

Reservations:

• Promptly responds to phone calls emails and text messages with professionalism proper verbiage clarity and a service-first approach
• Delivers intuitive and personalized service by offering tailored suggestions thoughtful follow-up and elevated sales recommendations
• Demonstrates thorough knowledge of experiences at JUSTIN Vineyards & Winery and sister properties presenting options that best suit guests needs
• Accurately inputs and maintains guest information in operational systems to support a seamless experience
• Maximizes profit by upselling experiences while building lasting relationships with guests and Wine Society members
• Completes reservation processes for multiple outlets and events confirming all pertinent details
• Supports the Customer Experience Manager by way of fielding calls and providing administrative support when necessary
• Maintains knowledge of local Napa Valley attractions wine tours tastings and events to enhance guest interactions

Accounts:

• Creates and manages customer accounts with accurate contact details payment methods and membership preferences
• Maintains up-to-date shipping profiles and delivery instructions to support seamless order fulfillment
• Proactively contacts customers to update account information (e.g. expired payment methods) resolve issues (e.g. back orders) and facilitate club order transitions

Orders:

• Processes one-time wine orders for various customer segments including Members Non-Members Corporate/B2B clients and internal employees
• Manages club member shipments by modifying product selections adjusting shipping schedules and personalizing delivery frequency
• Coordinates high-volume and specialized orders for corporate clients virtual tastings and employee gifting programs in collaboration with the Client Development team
• Represents the company at in-person events as needed

Qualifications :

• Minimum 3-5 years of experience in sales hospitality guest services or customer-facing roles preferably within the wine luxury retail or resort industries
  • 2 years of experience in a team lead role 
• Proficiency with CRM and reservation management software (e.g. Salesforce SevenRooms Resy) or similar platforms and Microsoft Office (especially Excel Outlook and PowerPoint)
• Bachelors degree from an accredited institution
• Knowledge of wine industry operations trade/media visitation or concierge services is a plus
• Proven track record in managing reservations bookings and event coordination with attention to detail and excellent organizational skills
• Experience with order processing payment handling and fulfillment coordination including working with both consumer and corporate clients
• Polished professional demeanor suited to representing a luxury brand
• Strong problem-solving skills operational insight and the ability to drive cross-functional initiatives.
• Strong interpersonal and communication skills with the ability to engage professionally and empathetically with diverse guest and trade audiences
• Ability to multitask effectively in a fast-paced dynamic environment and adapt to shifting priorities
• Comfortable attending and supporting in-person events as needed

Pay Range: $22.00 - $25.00 per hour. Final compensation will be dependent upon skills & experience.

Additional Information :

• Thriving Wellness Community: Access to top-notch medical coverage comprehensive vision and dental plans and a 401k with match eligibility to secure your financial future and including: 
  • 24/7 online physician consultations 
  • virtual mental health resources 
  • life coaching 
  • engaging employee community groups 
  • cash rewards for healthy habits and fitness reimbursements 
  • library of on-demand fitness videos 
• Career Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units. 
• Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development department offering extensive resources like People Manager and leadership training webinars and eLearning courses. 
• Empowering Mentorship Program: Connect with colleagues through our company-wide mentorship program to share goals overcome challenges and drive your career forward. 
• Continuous Improvement Training: Participate in training that empowers all employees to learn and implement concepts that drive significant positive change in the workplace. 
• Building a Healthy Society: To date our co-Founders Lynda and Stewart Resnick through their foundations and The Wonderful Company have invested more than $2.5 billion in education health and wellness community development and sustainability initiatives across Californias Central Valley Fiji and the 2025 Wonderful ranked as #1 in PEOPLEs 100 Companies That Care list and was named one of Fortune magazines 100 Best Companies to Work For. To learn more about our corporate social responsibility efforts visit .
• Giving Back to the Community: Make a difference with Wonderful Giving allowing you to allocate company-provided funds to up to three charities of your choice and join Wonderful Neighbor to contribute to group service projects within our local communities. 

Located in Paso Robles JUSTIN Vineyards & Winery was founded in 1981 and is known for crafting world- class wines using Bordeaux grape varieties including the iconic ISOSCELES blend of Cabernet Sauvignon Cabernet Franc and Merlot. The Vineyard estate located at 11680 Chimney Rock Road features a Tasting Room luxury five-star accommodations at the JUST Inn and a Restaurantmaking it one of the only wineries on the Central Coast to offer all three options.  In September 2018 a new second location the JUSTIN Downtown Tasting Room opened introducing an expansive wine-tasting bar lounge and a full dining room thats situated prominently on the square along Downtown City Park in the heart of Paso addition to its stellar hospitality JUSTIN consistently receives top honors around the world establishing itself as a leader in New World Bordeaux-style winemaking. JUSTIN wines are available through discerning fine wine retailers and restaurants throughout the United States or directly from the Winery via JUSTINs Tasting Room online store or to members of the exclusive JUSTIN Wine Society wine club. To discover more about JUSTIN visit .

The Wonderful Company is an Equal Opportunity Employer that provides opportunities for advancement. We are committed to creating a diverse workforce that embodies a deep culture of acceptance equity and inclusion. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability age protected veteran status or other protected categories.

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Remote Work :

No

Employment Type :

Full-time