Guest Experience Specialist

Company Overview

Trefethen Family Vineyards is a family-owned estate vineyard and winery in the Oak Knoll District of Napa Valley. For over fifty years we have been crafting distinguishedestate grownwines that express the unique spirit of our land vines and people. Our core values include family respect sustainability authenticitylearningand joy! With loyal customers around the country and the world and a dedicated team of employees handling every aspect of the operation from the soil to the table our business is thriving.

Guest Experience Specialist

Trefethen Family Vineyards is looking to fill a customer service position on our enthusiastic

hospitality team. Often the first interaction that customers have with Trefethen ourGuest Experience Specialistwillplay a critical role in setting the tone for future visitsnurturingexisting relationships with our membersand delivering a warm and welcoming guest experience. TheGuest Experience Specialistwillhandle incoming phone calls textsand emails book future reservationsandsupportourVisitor Centerguestexperiences.

Essential Functions

• Answer incoming phone calls and emails with warmth and enthusiasm and bookindividual and group reservations for future visits

• Effectively communicate our brand and sell our tasting experiences wines membershipoptionsand events to existing and prospective customers

• Support the Estate Concierge teamwithanswering phone callsrespondingto emails&text messagesandchecking guests induring peakvisitation

• Researchupcoming membervisitsprovideconcierge teamwithnotesandconsistently engage with wine club members during winery visits

• Collaborate with Hospitality Manager and Wine Club Supervisor to set and achieve short and long-term goals for wine club retentionandloyalty program initiatives

• Ensure flawless service standardsinall customercommunications; resolve customer issues as they arise with the aimof cultivatingdelight and loyalty

• Collaborate with and provide support to theWine Clubteamon weekends andduring peak wine club periodsincludingbutnot limitedtocredit card updatesdata entryor cleanupupselling order processing and coordination ofshippingoutstandingwill callorders

• Manage consumer event RSVPsin collaboration withEventsManager

• Participateinoccasionalonand off-site events

• Other duties as assigned

Job Requirements

• Experience inin-personandphonecustomer service preferably in the wine industry

• Effective and courteous written and verbal communication skills with diverse client groups

• Proficient computer skills including e-mail customer databases Word and Excel

• Experience withCommerce7 Tock andRedChirppreferred

• Enjoy working in a team environment and collaboratively across department

• Ability to handlefrequentlychanging priorities with enthusiasm positive attitude and a calm demeanor

• Knowledge of wine and a passion to continue learning

• Professional appearance and demeanor - business casual dress code

• A strong work ethicand reliabilitykeen sense of detailand a desire to have fun

• Work schedule includesweekends

Working Conditions

Work is performed within a general office environment with standard office equipment available.

The nature of this position ranges from back-office desk-based telephone time to front desk in-person service with frequent standing and walking.

Physical Requirements

• Operate a desktop computer usingkeyboardand mouse employing repetitive arm and wrist motions.

• Manual dexteritysufficientto reach/handle items and work with the fingers.

• Specific vision abilities require close and distance vision.

• Sit forlong periodsof time.

• Occasionally lift and/or move objects weighing up to 46 pounds.

• Occasionally bend stoop reach kneel crouch or climb stairs

Pay Transparency Disclosure: The base pay scale offered for this position is$22 -$25hourlysalary rangewhichrepresentswhat wereasonably expectto pay for this position.However the actual payrate will depend upon job-related factors such as overall qualifications skills experience educationetc. The Company reserves the right tomodifythe range at anytime.