JUSTIN Vineyards & Winery
Customer Experience Associate (DTC & Reservations)
JUSTIN Vineyards & Winery, Napa, California, United States, 94559
Customer Experience Associate (DTC & Reservations)
3 days ago Be among the first 25 applicants
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. From JUSTIN’s Bordeaux-style blends in Paso Robles, to Lewis Cellars’ award‑winning Cabernet Sauvignon in Napa Valley, to Landmark’s expressive Sonoma Coast Chardonnay and Pinot Noir — our portfolio showcases the best of California’s wine‑growing regions. As part of The Wonderful Company — a Fortune Top 100 Place to Work and PEOPLE’s #1 Company That Cares — we’re committed to making a difference for our people, our planet, and our customers.
We are seeking a
Customer Experience Associate (DTC & Reservations)
to join our growing eCommerce team! Supporting all three of our wine brands — JUSTIN Vineyards & Winery, Lewis Cellars, and Landmark Vineyards — the Customer Experience Associate will manage guest communication, both inbound and outbound, ensuring all interactions are clear, professional, and engaging. This role plays a key part in enhancing the guest experience while driving sales and booking conversions.
The ideal candidate is a highly organized, detail‑oriented, and professional. This Associate must be skilled in managing reservations, coordinating bookings, and supporting event logistics with accuracy and efficiency. They excel in maintaining strong communication with a wide range of guests and trade clients. Proficiency with CRM and reservation software is essential, along with comfort in handling order processing, payment management, and fulfillment coordination for both consumer and corporate clients. Above all, the Client Experience Associate demonstrates a strong service mindset, adaptability in a fast‑paced environment, and the ability to proactively engage with guests to anticipate and exceed their needs.
Full‑time position requires on‑site availability and is located in Napa, CA.
Job Description
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.
Benefits
Thriving Wellness Community: Access to top‑notch medical coverage comprehensive vision and dental plans, and a 401(k) 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 California’s Central Valley, Fiji, and the world.
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 group service projects within our local communities.
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.
EEO is the law - click here for more information
#J-18808-Ljbffr
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. From JUSTIN’s Bordeaux-style blends in Paso Robles, to Lewis Cellars’ award‑winning Cabernet Sauvignon in Napa Valley, to Landmark’s expressive Sonoma Coast Chardonnay and Pinot Noir — our portfolio showcases the best of California’s wine‑growing regions. As part of The Wonderful Company — a Fortune Top 100 Place to Work and PEOPLE’s #1 Company That Cares — we’re committed to making a difference for our people, our planet, and our customers.
We are seeking a
Customer Experience Associate (DTC & Reservations)
to join our growing eCommerce team! Supporting all three of our wine brands — JUSTIN Vineyards & Winery, Lewis Cellars, and Landmark Vineyards — the Customer Experience Associate will manage guest communication, both inbound and outbound, ensuring all interactions are clear, professional, and engaging. This role plays a key part in enhancing the guest experience while driving sales and booking conversions.
The ideal candidate is a highly organized, detail‑oriented, and professional. This Associate must be skilled in managing reservations, coordinating bookings, and supporting event logistics with accuracy and efficiency. They excel in maintaining strong communication with a wide range of guests and trade clients. Proficiency with CRM and reservation software is essential, along with comfort in handling order processing, payment management, and fulfillment coordination for both consumer and corporate clients. Above all, the Client Experience Associate demonstrates a strong service mindset, adaptability in a fast‑paced environment, and the ability to proactively engage with guests to anticipate and exceed their needs.
Full‑time position requires on‑site availability and is located in Napa, CA.
Job Description
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.
Benefits
Thriving Wellness Community: Access to top‑notch medical coverage comprehensive vision and dental plans, and a 401(k) 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 California’s Central Valley, Fiji, and the world.
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 group service projects within our local communities.
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.
EEO is the law - click here for more information
#J-18808-Ljbffr