ABOUT US: Stag's Leap Wine Cellars is a historic winery nestled in the heart of Napa Valley, renowned for producing exceptional wines that capture the essence of our terroir. With a legacy dating back to 1970, we are committed to crafting wines of unparalleled quality and sharing our passion for winemaking with enthusiasts worldwide.

SUMMARY OF POSITION
The Membership & Guest Services Representative will be responsible for providing best-in-class customer service for our customers and members. The ideal candidate delights in providing exceptional customer service through written and verbal communication. This person knows how to strike a helpful and courteous tone through phone and email and understands how to gracefully navigate customer interactions of all types. This role will provide support to Stag’s Leap Wine Cellars, Antinori Napa Valley, and Col Solare.

RESPONSIBILITIES:

Achieve or exceed membership sales, retention & customer satisfaction goals.
Encourage club growth, member loyalty, and minimize club member attrition.
Build new and retain existing members through customer engagement, customer follow-up, and providing outstanding customer service with all customer interactions via phone, email, and hosting if needed.
Execution of membership releases, including pre and post-release projects
Adept at addressing customer needs & resolving issues, escalating challenging cases to managers when appropriate.
Effectively communicate with outside departments including the tasting room and fulfillment
Act as a membership ambassador at member and non-member events as needed
Completes other assignments and special projects as assigned.


EXPECTATIONS & REQUIREMENTS:
Knowledge of wine, DTC wine sales and shipping practices.
Outstanding customer service skills
Strong written and verbal communication skills.
Flexibility to the changing needs and priorities of the organization.
Demonstrates ownership of job responsibilities through focus, determination, and attention to detail.
Works as a member of a highly functioning team. Maintains professional and respectful dialogue with peers to identify positive outcomes collaboratively.
Brings forward ideas for improvement and ways to increase efficiencies.
Demonstrates integrity & honesty
History of responsible use of alcohol and other appropriate conduct, as well as fitness to be licensed, permitted, and/or certified by state and/or local regulatory bodies.