Guest Service Ambassador

JOB SUMMARY
With a strong focus on providing outstanding customer service, the Guest Services Ambassador is a dedicated inbound and outbound customer service professional on our team. This integral role will champion customer service via wine club, shipping solutions and guest recoveries while exuding the brands personality and integrity.
The primary focus is fielding inbound customer service phone calls and email inquiries while performing warm calls to active and inactive members. Capturing customer information and business intelligence is a key factor. This individual will operate as “3rd ring” of our call tree and be a key contributor during peak call times. Cross-training and back-up for reservation inquiries are also a function of this role.
The Guest Services Ambassador is a key contributor of the organization and will be challenged to take on and close projects. This individual must be phone and computer savvy with strong administration skills.

ESSENTIAL FUNCTIONS
The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. To perform this job successfully, an individual must have regular and reliable attendance and be able to perform each essential function from the list below satisfactorily, with or without accommodation, and carry out all duties in a confidential manner at all times. Working overtime, when requested by your supervisor, is a condition of your employment.
•  Welcome all guests to the Estate upon arrival
•  Check in guests for their tasting reservations
•  Walk guests to their table and introduce them to their Estate Host
•  Provide exceptional customer service
•  Field inbound customer service, wine club and shipping requests via telephone and email
•  Perform warm outbound telephone calls for wine club, customer service and shipping solutions
•  Ensure detailed notes for customer interactions are captured in systems
•  Manage and scrub membership files and lists (wine club, pick up lists, duplicates, etc.)
•  Work closely with other departments for customer service requirements
•  Assist with wine club sign ups, cancellations and club changes
•  Support Reservations during peak times


SUPERVISORY RESPONSIBILITIES: This position has no direct reports.

REQUIRED COMPETENCIES (Knowledge, Skills, Abilities)
The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodation may be made upon request and in appropriate circumstances.
•  Inbound and outbound phone experience with sense of urgency to answer phone
•  Strong administrative skills and fast and accurate data entry abilities
•  Strong organizational skills; ability to manage priorities and multi-task
•  Excellent written and verbal communication skills
•  Enthusiastic, energetic and confident
•  Ability to utilize industry standard software such as WineDirect, CallTower, and/or TOCK
•  Ability to communicate information in a clear, understandable speaking voice
•  Ability to work in a standing or seated position for extended periods of time and the ability to walk
•  Ability to recognize potential problems and communicate them to Tasting Room management

MINIMUM QUALIFICATIONS
•  Experience: Minimum of 1 year customer service experience in hospitality or related field
•  Education: Responsible Beverage Service Training Certificate
•  21 years of age or older

ESSENTIAL PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made upon request and in appropriate circumstances. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit or stand for extended periods of time throughout entire shift. The employee is occasionally required to walk on even surfaces and uneven ground (e.g. gravel) for extended periods of time throughout entire shift. The employee must climb stairs frequently, grasp and carry items such as menus, sit at desk for periods of time, use a computer and type on a keyboard for up to several minutes at a time that requires full range of movement of hand and arm using mouse, use the telephone to communicate, and wear an earpiece connected to a radio and utilize proper radio chat for optimal efficiency. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, color vision and the ability to adjust focus.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is primarily an office environment with quiet to moderate noise levels. Work will require weekend and/or evening work.

PAY RATE FOR THIS POSITION
$25 per hour

Alpha Omega is an Equal Opportunity Employer