DTC Customer Service Specialist

POSITION SUMMARY The Customer Service Specialist serves as a trusted brand ambassador for Chimney Rock Winery, Rutherford Hill Winery and Uncorked.com, delivering elevated, relationship?driven service across tasting rooms, wine club and e?commerce touchpoints. This role blends hospitality, wine education, and direct?to?consumer operationssupporting guests, members, and e?commerce customers with professionalism, warmth, and precision through our various channels of customer communications. This position is ideal for someone who thrives in a premium service environment, values relationship?building, and is energized by technology, systems, and continuous improvement. You will play a hands?on role in shaping exceptional guest journeysfrom first inquiry to lifelong loyalty. POSITION RESPONSIBILITIES Customer & Member Experience Serves as primary point of contact for customer and member communication across phone, text and email for tasting room wine orders, telesales, wine club services and ecommerce for Rutherford Hill Winery, Chimney Rock Winery, and Uncorked.com. Confidently communicates wine styles, appellations, vintage characteristics, and membership offerings, tailoring recommendation to individual guest preferences. Ability to manage multiple inboxes for multiple wineries with ease. Adapt at addressing customer needs/ resolve issues in as few messages as possible always looking for a prompt and appropriate resolution. Delivers consistently exceptional service while exercising sound judgement in escalating complex or sensitive situations when appropriate. Investigates and resolves customer issues, questions, or concerns regarding website, product, orders, custom requests, shipping, delivery, pricing, quality, wine services with a reasonable time and in a professional manner, frequently anticipating customer needs. Direct?to?Consumer Operations Supports wine club enrollments, account maintenance, and order fulfillment. Supports Telesales with customer order entering and order fulfillment. Assist with e?commerce transactions, shipping inquiries, compliance questions, and post?purchase support. Collaborate closely with tasting room, marketing and wine club teams to ensure seamless guest experience across channels. Offers wine club member communication support during wine club runs. Bring forward ideas for system optimization and ways of working more efficiently. Maintains thorough knowledge of the winery, brand messaging and products to include wines, membership programs, retail items, holiday gift programs and seasonal promotional offers. Technology & Systems Works fluently across DTC software platforms (POS, CRM, reservation system, wine fulfillment system, winery compliance system) and actively participates in the evolution of tools and workflows as technology advances. Adapt quickly as systems evolve, embracing new tools and process improvements. Manages wineries FedEx accounts for first delivery attempts, proactively following up customers whose packages were not delivered after the first attempt. Works directly with the Membership Managers to ensure quick, effective and seamless member communication regarding orders, benefits, reservations, etc. Other duties as assigned as needed. Why this role matters This role plays a meaningful part in shaping how guests and members experience our wineries, often serving as the first and most frequent point of connection. Success in this position directly influences member retention, brand loyalty, and long-term relationships. For California Residents We may collect the following categories of personal information in connection with the submission of your resume or application materials to us for employment, and if hired, your employment with us: identifiers (e.g., name, address, email address, birthdate, passport number); personal records (e.g., telephone number, signature, education information, criminal background information, travel information for interviews); biometric information (e.g., results of urine test); and professional or employment information (e.g., resume, employment history, background check forms, references). We may also draw inferences from the personal information we collect about you, such as information about your abilities and aptitudes. The above categories of personal information are collected for the following business purposes: providing you services and benefits (e.g., recruitment, verifying your information, administering the hiring process); processing interactions and transactions (e.g., to comply with federal and state laws requiring us to maintain certain records, managing the workforce); and security (e.g., detecting security incidents, protecting against fraudulent or illegal activity). For additional details and questions, contact us at 844-901-1833. Apply Here: https://www.click2apply.net/KgnQrqTaLaaanIRexCPZ2X #J-18808-Ljbffr