The Wonderful Company
Customer Experience Associate (DTC & Reservations)
The Wonderful Company, Napa, California, United States, 94559
Company Overview
Wonderful Wines, the premium wine division of The Wonderful Company, unites three iconic wineries — JUSTIN Vineyards & Winery, Lewis Cellars, and Landmark Vineyards — under one visionary umbrella. Known for innovation, entrepreneurial drive, and relentless pursuit of excellence, our mission is to craft extraordinary wines and unforgettable experiences. Position Overview
Customer Experience Associate (DTC & Reservations) – Supporting all three of our wine brands, the Associate will manage guest communication, both inbound and outbound, ensuring all interactions are clear, professional, and engaging. This full‑time, on‑site role is located in Napa, CA. Responsibilities
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 fielding calls and providing administrative support when necessary. Collaborates 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. Compensation
Pay Range: $19.00 - $22.00/hour. Final compensation will be dependent upon skills & experience. Benefits
Thriving Wellness Community – Access to top‑notch medical coverage comprehensive vision and dental plans, and a 401k with match eligibility. 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. EEO is the law. Click here for more information.
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Wonderful Wines, the premium wine division of The Wonderful Company, unites three iconic wineries — JUSTIN Vineyards & Winery, Lewis Cellars, and Landmark Vineyards — under one visionary umbrella. Known for innovation, entrepreneurial drive, and relentless pursuit of excellence, our mission is to craft extraordinary wines and unforgettable experiences. Position Overview
Customer Experience Associate (DTC & Reservations) – Supporting all three of our wine brands, the Associate will manage guest communication, both inbound and outbound, ensuring all interactions are clear, professional, and engaging. This full‑time, on‑site role is located in Napa, CA. Responsibilities
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 fielding calls and providing administrative support when necessary. Collaborates 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. Compensation
Pay Range: $19.00 - $22.00/hour. Final compensation will be dependent upon skills & experience. Benefits
Thriving Wellness Community – Access to top‑notch medical coverage comprehensive vision and dental plans, and a 401k with match eligibility. 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. EEO is the law. Click here for more information.
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