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, HospitalityIndustries

Requirements

Highly organized, detail-oriented, and professional
Skilled in managing reservations, coordinating bookings, and supporting event logistics with accuracy and efficiency
Strong communication skills with a wide range of guests and trade clients
Proficiency with CRM and reservation software
Comfort in handling order processing, payment management, and fulfillment coordination for consumer and corporate clients
Strong service mindset, adaptability in a fast-paced environment, and ability to proactively engage with guests to anticipate and exceed their needs
On-site availability in Napa, CA for full-time position
Thorough knowledge of experiences at JUSTIN Vineyards & Winery and sister properties
Knowledge of local Napa Valley attractions, wine tours, tastings, and events

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
Presents experience options that best suit guests' needs and 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

CRM

Reservation Software

Customer Service

Order Processing

Payment Management

Event Logistics

eCommerce

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

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Remote Work Options

Paid Vacation

Paid Sick Leave

Paid Holidays

Home Office Stipend

Paid Parental Leave

Risks

Arc's recent security vulnerability could undermine user trust and adoption.

Dia may face competition from established AI-integrated browsers like Microsoft's Edge.

The freemium model may limit revenue if premium features aren't compelling.

Differentiation

Arc offers a more personal and creative browsing experience than traditional browsers.

The Browser Company is led by seasoned tech professionals from Instagram, Tesla, and Google.

Arc's AI-powered features, like 'Call Arc', enhance user interaction and efficiency.

Upsides

The Browser Company raised $50 million, valuing it at $550 million.

Growing demand for personalized browsing experiences supports Arc's market entry.

The launch of AI-centric browser Dia could attract a wider audience in 2025.

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