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 distinguished estate grown wines that express the unique spirit of our land, vines, and people. Our core values include family, respect, sustainability, authenticity, learning and 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, our Guest Experience Specialist will play a critical role in setting the tone for future visits, nurturing existing relationships with our members, and delivering a warm and welcoming guest experience. The Guest Experience Specialist will handle incoming phone calls, texts and emails, book future reservations, and support our Visitor Center guest experiences.

Essential Functions

• Answer incoming phone calls and emails with warmth and enthusiasm, and book individual and group reservations for future visits

• Effectively communicate our brand and sell our tasting experiences, wines, membership options and events to existing and prospective customers

• Support the Estate Concierge team with answering phone calls, responding to emails & text messages, and checking guests in during peak visitation

• Research upcoming member visits, provide concierge team with notes, and consistently 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 retention and loyalty program initiatives

• Ensure flawless service standards in all customer communications; resolve customer issues as they arise with the aim of cultivating delight and loyalty

• Collaborate with and provide support to the Wine Club team on weekends and during peak wine club periods, including but not limited to credit card updates, data entry or clean up, upselling, order processing, and coordination of shipping outstanding will call orders

• Manage consumer event RSVPs in collaboration with Events Manager

• Participate in occasional on and off-site events

• Other duties as assigned

Job Requirements

• Experience in in-person and phone customer 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 with Commerce7, Tock, and RedChirp preferred

• Enjoy working in a team environment and collaboratively across department

• Ability to handle frequently changing 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 ethic and reliability, keen sense of detail, and a desire to have fun

• Work schedule includes weekends

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 using keyboard and mouse, employing repetitive arm and wrist motions.

• Manual dexterity sufficient to reach/handle items and work with the fingers.

• Specific vision abilities require close and distance vision.

• Sit for long periods of 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 - $25 hourly salary range which represents what we reasonably expect to pay for this position. However, the actual pay rate will depend upon job-related factors such as overall qualifications, skills, experience, education, etc. The Company reserves the right to modify the range at any time.