Customer Experience Associate (DTC & Reservations)

• Upholds 5-star service standards while providing end-to-end support to ensure efficient and seamless service delivery
• 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
• Completes reservation processes for multiple outlets and events confirming all pertinent details
• Proactively contacts customers to update account information (e.g. expired payment methods) resolve issues (e.g. back orders) and facilitate club order transitions
• 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
• Supports the Customer Experience Manager by way of fielding calls and providing administrative support when necessary
• Collaborate cross-functionally with compliance fulfillment and client development teams to ensure smooth operations and seamless guest experiences
• Demonstrates thorough knowledge of experiences at JUSTIN Vineyards & Winery and sister properties presenting options that best suit guests needs
• Maximizes profit by upselling experiences while building lasting relationships with guests and Wine Society members
• Represents the company at in-person events as needed
• Maintains knowledge of local Napa Valley attractions wine tours tastings and events to enhance guest interactions

Qualifications :

• Minimum 2 years of experience in hospitality guest services or customer-facing roles preferably within the wine luxury retail or resort industries
  • Experience or knowledge of the wine industry 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
• Proficient in CRM and reservation platforms (Tock Commerce 7 RedChirp) or similar platforms and Microsoft Office (Outlook Teams)
• Passionate about delivering five-star service and creating memorable guest experiences
• Excellent written and verbal communication skills with a confident and professional demeanor suited to represent luxury brands
• Strong organizational skills and ability to multitask and adapt quickly in a fast-paced environment
• Comfortable attending and supporting in-person events as needed

Pay Range: $19.00 - $22.00/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 Equality 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