Member & Guest Services Representative - Temp

Cooper’s Hawk Winery & Restaurants is growing, and so is our wine club! Our Member and Guest Services team the first point of contact for our valued wine club members and guests. Cooper's Hawk is looking for a customer-service oriented, helpful, energetic Member and Guest Services Representative to support the team on a
temporary basis through the end of January 2027.
The Member & Guest Services Representative II builds on foundational service skills to independently manage a broader range of Member and Guest needs, including more complex inquiries and issue resolution. This role serves as a trusted resource for both Members and restaurant teams, delivering elevated service while contributing to team effectiveness.
How You Will Succeed:
Handle a high volume of calls and emails, resolving most Member and Guest inquiries independently
Troubleshoot and resolve more complex membership, billing, and order-related issues
Ensure accuracy of Member data and proactively identify discrepancies or opportunities for improvement
Process payments, orders, and shipment coordination with a high degree of ownership and follow-through
Partner with fulfillment and restaurant teams to resolve order, shipment, or service concerns
Conduct outbound calls to resolve issues, confirm details, or enhance the Member experience
Review and process donation requests with attention to guidelines and timelines
Identify trends in Member feedback and escalate opportunities or recurring issues
Support onboarding of new team members and provide peer guidance as needed
Contribute to process improvements and special projects
What You’ll Bring:
Alignment with Cooper’s Hawk values and a strong hospitality mindset
Candidates must be willing to work 35-40 hours a week with varying Monday-Sunday shifts within 8:00am and 10:00pm, with some holiday hours.
1 to 2 years of experience in a customer service/call center environment
Excellent communication skills (written, verbal, as well as on the phone)
Proficiency with Microsoft Office (Word, Excel, Outlook)
Salesforce experience preferred (Not required)
Customer service and solution-oriented
Strong attention to detail
Strong time management skills
Strong sense of urgency and ability to multitask
Must be dependable and demonstrate a commitment to the team
Must be flexible and willing to adjust priorities as situations change
Possess an upbeat, positive, and fun-loving attitude
Restaurant industry experience a plus
Compensation: $19/hour
Cooper’s Hawk is an equal opportunity employer.  All qualified applicants are considered for employment without regard to the person’s race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Cooper’s Hawk makes reasonable accommodations during all aspects of the employment process, including during the interview process.
The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. The Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.
About Us
Cooper's Hawk features a Napa-style tasting room with wine-inspired retail for entertaining and a full-service restaurant, bar and private event space, offering a modern-yet-casual dining experience. Each scratch-kitchen menu item is designed to pair with our wines. Speaking of wine...the Cooper's Hawk Wine Club is perhaps the largest in the world, offering not only top-notch award-winning wines but also exclusive Wine Club membership benefits, including curated dining and travel experiences. Since 2005, we've brought the Napa Valley experience to our guests and Wine Club members, and now, with Piccolo Buco by Cooper’s Hawk, we’re bringing the vibrant flavors of Rome to them as well. Together, we’re creating a lifestyle brand like no other.

Salary : $39,520