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Vineyard Membership Sales Representative

2 months ago

Asheville, North Carolina, United States Biltmore Full time
Position Overview


The Vineyard Membership Sales Representative plays a vital role in supporting Biltmore's exclusive Wine Club by delivering exceptional service to club members, fostering brand loyalty, and ensuring that member expectations are consistently surpassed.

This representative will serve as the primary contact for club members.

Key Responsibilities:

managing new memberships; updating member profiles and preferences; handling correspondence via phone and email; processing orders; executing outbound sales initiatives, promoting wine selections and membership upgrades, and enhancing member retention.

The representative will also assist the Wine Club Leadership Team, Guest Services Leadership, and other departments as needed.


Work Schedule:
This position typically requires an average of 20-29 hours per week.

CORE DUTIES

  • Respond promptly and courteously to all member inquiries via email and phone.
  • Facilitate new memberships, upgrades, cancellations, and address changes, along with tracking shipments and addressing all member requests.
  • Professionally and enthusiastically resolve guest service challenges.
  • Promote and cross-sell wines and membership options.
  • Engage in proactive communication with members.
  • Ensure accuracy in order placements.
  • Achieve proficiency in the Wine Club database.
  • Maintain a general understanding of the winemaking process and the Biltmore Wine portfolio.
  • Communicate any issues to the Wine Club Leadership promptly.
  • Safeguard confidential information.

ADDITIONAL DUTIES

  • Provide general support and assistance to the department, leadership, and the organization.
  • Offer administrative support to the Wine Club team as required.
  • Assist with club member events and on-site activities as necessary.
  • Support quarterly billing processes as needed.

QUALIFICATIONS

  • High school diploma (or GED); additional training or education is a plus.
  • Prior customer service experience is highly preferred, ideally with at least six months in a related upscale environment.
  • Demonstrated commitment to delivering exceptional internal and external guest service.
  • Proficiency in Microsoft Excel, Outlook, and Word.
  • Excellent interpersonal and written/verbal communication skills; effective and professional with diverse audiences across various communication channels.
  • Strong planning, time management, and organizational skills; meticulous attention to detail with a focus on quality and service; adept at prioritizing tasks, adapting, and multitasking.
  • Proactive approach, exercising sound judgment; capable of anticipating, troubleshooting, and resolving issues.
  • Ability to quickly learn Biltmore systems, protocols, products, and history.
  • Represent Biltmore and the Wine Club with professionalism at all times.

PHYSICAL DEMANDS

  • Primarily seated for much of the day, with time spent on the phone and computer.
  • Ability to lift up to 50 pounds occasionally.