Position Summary: Boisset Collection is seeking a calm, efficient, personable and experienced Wine Club Associate and Guest Services Specialist to provide extraordinary assistance via phone, email and in-person to our guests and Wine Club members. Exceptional customer service, ability to multi-task and attention to detail are critical in this role. This position will be primarily based at the beautiful, historic Buena Vista Winery but service will be extended to customers of all Boisset properties: Buena Vista, DeLoach, Raymond, JCB and Wattle Creek.

Dual role Wine Club Associate and Guest Service Specialist. Responsible for overall management of Wine Club, including sales, coordination of direct-to-guest shipments; processing enrollments, cancellations, orders, and returns; producing printed and electronic communications; planning and hosting special events; providing membership services; monitoring inventory availability; monitoring club benefits.

Oversees departmental budgets and sales goals. Accountable for Wine Club membership growth, developing promotional materials, shipment schedules, promotions, member events, transferring and tracking wines and member services. Build relationships with marketing and PR to identify new and optimize existing consumer direct programs.

Assist in determining the viability of new consumer direct programs, and assessment of existing programs including special events and wine education programs. Oversees the Wine Club Calendar for all properties and works with Wine Club team to meet deadlines. Monitor the Loyalty program, suggesting award levels and managing the administration of points. The Wine Club Manager works closely with and receives direction from, the Direct Sales Manager. This is a Full Time position with benefits including insurance, retirement plan, paid time off, and more.

Essential Functions:
 Process all enrollment forms using the wine club database program, including data entry and confirming all information provided.

 Assist Wine Club Managers with daily operations as needed, including phones, order entry, club entry, mailing list entry, outreach for increasing membership.

 Assist any Guest requests: tasting reservations, wine orders, Club Membership assistance.

 Support for VIP/Trade bookings and visits.

 Maintain current records for each club member: name, address, club options, phone, fax, e-mail, credit card info, and purchase history. Update/make changes as necessary.

 Coordination of automatic and custom shipments for the wine club. May include verifying credit cards, confirming billing, coordinating with shipping clerk, and assisting with problem resolution regarding the shipments.

 Manage the will-call system for club members who prefer to pick up club shipments. May include assembling the pick-up orders, instructing hospitality staff on procedures, contacting club members, and monitoring timeline for pick-ups.

 Manage database system and create timely activity, sales, budget, and financial reports for the Direct Sales Manager. Assist in report analysis as needed.

 Process phone and/or e-mail orders by daily entry into the wine club database program. Likewise, process order cancellations and/or returns by crediting member accounts and properly returning wine to inventory.

 Assist in planning, organizing, and hosting special events specific to the club and special events which include both the club and hospitality department. Maintain RSVP lists and perform member follow-up as needed.

 Maintain club event calendar and work closely with the Marketing Coordinator to keep the club section of the website updated, accurate, and active.

 Assist with booking for VIP/Trade bookings.

 Provide hospitality and concierge services to club members including fulfilling special requests, booking and hosting tours and tastings, responding to information requests, and assisting club members with Sonoma and Napa Valley visits.

 Monitor the Wine Club calendar and assist Wine Club team with assigned deadlines; ensure will call notifications, email initialization, newsletters, and custom forms are sent in a timely manner.

 Maintain the Loyalty program; restructuring the rewards levels and managing point redemption for guests.

 Knowledge and tracking in AMS.

 Services will be provided primarily by phone (incoming and outgoing calls) and email.

 Participation in tasting room on occasion, to provide assistance to members, as well as with public and club events, and other projects as needed.

Additional Functions:
 Comply with all company safety policies, practices, and procedures. Participate in safety training and report all unsafe conditions or work practices.

 Participate in team efforts and perform additional duties as needed.

 Timely Recording Keeping in Workforce Now – ADP

Necessary Skills:
Language: Ability to speak and understand basic English required for all positions.

 Ability to read and interpret documents such as memos, instructions, policies, and manuals. Ability to write routine reports and correspondence.

 Ability to present information effectively to groups of customers and/or employees, and participate in one-on-one and small groups situations.

Math:
 Ability to add, subtract, multiply, and divide accurately, using standard American units of currency, weight, volume, and/or distance. Ability to recognize and correct inaccuracies when using a calculator or computer spreadsheet.

Logic:
 Ability to apply common sense understanding to a variety of tasks and duties. Ability to adapt to minor changes in routine, solve basic problems, and work with moderate supervision.

Computer:
 Possess intermediate computer skills which can include e-mail, internet, word processing, spreadsheet, basic database activity, graphic arts and/or publishing.

 Possess experience with wine club management software.

Education, Experience, Certificates, Licenses:
 High School diploma or GED; or 1-year related experience; or equivalent combination of education and experience.

 Current, valid Driver’s License, insurable driving record, and proof of current automobile insurance required.

Physical Requirements:
 Moderate physical activity is performing occasional somewhat strenuous activities, including standing, walking, climbing, reaching, and carrying. Manual dexterity is sufficient to reach, handle items, and work with the fingers. Requires lifting and moving objects up to 40 lbs. in weight. Clear vision (close and distant) and ability to adjust focus. Hearing adequate for telephone, office, and group conversation.

Work Environment:
 Primarily in a well-lighted, heated and/or air-conditioned indoor setting with adequate ventilation. Periods required in a un-heated indoor setting (wine cellar) with changing conditions. Short periods outdoors while conducting tours or moving between buildings. Moderate noise levels typical of public space: music sound system, public conversations, telephones/cell phones, large groups.

Schedule and Travel Requirements:
 Variable schedule: Primarily a set schedule but weekends, evenings, and/or periodic overtime will be required depending on club events, shipments, or other activities.

 Position may include minimal overnight travel and/or travel by auto or air.

Boisset Collection is an equal opportunity employer.


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