Customer Experience Associate (DTC & Reservations) at The Browser Company

Napa, California, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Wine, Hospitality, eCommerceIndustries

Requirements

Minimum 2 years of experience in hospitality, guest services, or customer-facing roles (preferably)
Organized, detail-oriented, and highly professional
Strong communication skills
Proficiency with CRM and reservation systems
Strong service mindset
Adaptability in a fast-paced environment
Ability to proactively anticipate and exceed guest needs
Flexible availability
On-site presence required (Paso Robles, CA or 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

Skills

Key technologies and capabilities for this role

CRMReservation SystemsOrder ProcessingPayment ManagementEvent LogisticsCustomer ServiceeCommerce

Questions & Answers

Common questions about this position

Is this position remote or on-site?

This is an on-site position requiring full-time presence, and it may be based in either Paso Robles, CA or Napa, CA.

What are the key skills required for this role?

The role requires strong organization, detail-orientation, professionalism, excellent communication skills, and proficiency with CRM and reservation systems.

What is the salary or compensation for this position?

This information is not specified in the job description.

What is the company culture like at Wonderful Wines?

The company emphasizes innovation, entrepreneurial drive, relentless pursuit of excellence, and commitment to people, planet, and customers as part of The Wonderful Company, a Fortune Top 100 Place to Work.

What makes a strong candidate for this Customer Experience Associate role?

A strong candidate has a service mindset, adaptability in a fast-paced environment, and the ability to proactively anticipate and exceed guest needs, along with skills in managing reservations, orders, and communications.

The Browser Company

Develops a user-friendly web browser

About The Browser Company

The Browser Company develops a web browser called Arc, which focuses on providing a more intuitive and organized online experience for users. Arc is designed to be user-friendly and efficient, aiming to improve how people interact with the internet compared to traditional browsers. Unlike many existing browsers, Arc seeks to streamline the browsing process, making it easier for users to manage their online activities. The Browser Company differentiates itself from competitors by targeting a more modern and simplified user experience, backed by a team of experienced professionals from notable tech companies. Their goal is to enhance the way users navigate the web, potentially disrupting the current browser market with their fresh approach.

New York City, New YorkHeadquarters

2019Year Founded

$133.1MTotal Funding

LATE_VCCompany Stage

Consumer SoftwareIndustries

51-200Employees