At Clos Solene, we are dedicated to providing exceptional experiences for our guests while fostering lasting relationships with our members. We are seeking a Membership Services Coordinator to play a crucial role in managing customer interactions, overseeing administrative functions, and supporting our membership allocation program. This position is ideal for someone who thrives in a high-touch customer engagement role, enjoys administrative organization, and excels in hospitality.

Key Responsibilities:

Membership & Customer Engagement (60-70%)

-Serve as the primary point of contact for customer inquiries via phone, email, and online booking platforms.
-Guide new and existing customers through a high-touch onboarding and follow-up process, ensuring a seamless and personalized experience.
-Assist with processing membership orders, tracking shipments, and handling proactive customer communication to minimize returns and reships.
-Manage guest reservations, coordinating directly with customers, tour companies, and hospitality partners.
-Maintain and update customer records in the POS/CRM system (Commerce7), ensuring accurate and efficient data entry.
-Support membership retention efforts through follow-ups, personalized communication, and engagement strategies.
-Support member communication, both digital and direct mail
-Assist with automated membership shipments (3x/year) and coordinate with the Membership Services Manager to ensure smooth processing and follow-up (Holds, credit card declines, etc...)

Outreach (20-30%)
-Engage customers by conducting pre & post visit outreach, maximizing customer satisfaction
-Follow customer remote engagement protocols – Directly contacting members by their preferred method of communication - via email, text or phone
-Customer follow-up – respond to customer outreach concerning visits and wine orders

Hospitality & Sales (10-20%)
-Host tasting appointments, creating memorable experiences that promote wine sales and encourage membership sign-ups.
-Lead customer and membership Hospitality experience follow-up process, making sure all guest (members and customers) receives timely and appropriate level communication via email, phone or text.
-Support hospitality operations by preparing spaces, maintaining presentation standards, and assisting with events.
-Utilize soft sales techniques to enhance the guest experience and maximize upselling opportunities.
-Participate in ongoing training focused on wine education, customer service excellence, and operational efficiency.

Additional Responsibilities:
-Assist with order fulfillment, packaging, and shipping as needed.
-Support on-site and off-site events for both members and non-members.
-Contribute to CRM training and daily utilization.
-Perform other administrative and customer service duties as assigned.

Work Schedule:
-Full-time: 5 days/week (Tuesday – Saturday)
-Weekend and holiday availability required.

Qualifications & Skills:
-3+ years of experience in administrative, customer service, or membership-related roles within a DTC-focused winery or similar hospitality environment.
-Strong interpersonal and communication skills with the ability to build long-term relationships.
-Computer proficiency, including MS Office and experience with Commerce7 and/or WineDirect preferred.
-Excellent organizational skills with a detail-oriented approach to customer engagement.
-Self-motivated, adaptable, and able to manage multiple priorities.


Compensation & Benefits:
-Pay: $24-$26 per hour
-Additional Compensation: Sales commissions, incentives & gratuities.
-Benefits: 401(k), health and dental insurance, employee discounts, flexible schedule, paid time off, and paid sick time.

If you are passionate about delivering high-touch customer experiences and enjoy a mix of administrative and hospitality tasks, we’d love to hear from you!