Customer Service Associate

3 days ago

New York, New York, United States K&L Wine Merchants Full time

About Us
K&L Wine Merchants is one of the leading independent wine retailers in the United States. With four retail locations and a thriving online store, we offer a world-class selection of wine, spirits, and beer. We are a close-knit, growth-minded team dedicated to providing knowledgeable and personalized service to our loyal customers. If you're looking for an exciting career and a backstage pass to the world of wine and spirits, K&L is the place for you.

What We're Looking For
We are hiring a Customer Service Associate (Hybrid) who thrives on helping others, communicates with ease, and brings energy and positivity to every interaction. In this role, you will provide expert guidance and support to our customers via phone, email, and chat. This is a remote-first role (80% remote), with weekly in-person participation in educational staff tastings in Manhattan.

Perks & Benefits

  • 100% employer-paid Medical, Dental, and Vision coverage (individual)
  • 401(k) with company contribution
  • 3 weeks of PTO annually (increases after 5 years)
  • 8 paid holidays
  • Generous employee discount
  • Weekly product tastings and ongoing sales training

Key Responsibilities

  • Deliver exceptional customer service and knowledgeable product recommendations via phone, email, and chat (40–60 inbound calls/day)
  • Accurately process a variety of customer transactions including sales, pre-arrival orders, wine club sign-ups, shipping and delivery requests
  • Resolve customer issues related to order fulfillment, shipping, payments, and product availability
  • Manage customer service channels, including shared email inboxes, web-based help desk, and live chat
  • Develop and maintain expertise in domestic and international shipping logistics, including regulations, tax, weather delays, and insurance
  • Contribute product reviews, blog posts, and newsletter content
  • Participate in weekly educational tastings and occasional offsite events

What You'll Bring

  • 1–3 years of experience in retail or customer-facing roles
  • Demonstrated passion for the wine and spirits industry
  • Excellent verbal and written communication skills
  • A professional, positive, and solution-oriented demeanor
  • Comfort in a desk-based, high-volume support environment (especially during Oct–Dec)
  • Proficiency with Office 365 and web/email tools
  • Availability to work 40 hours per week including one weekend day.
  • Bachelor's degree preferred
  • Must be a NY state resident, and live within 30 miles of Manhattan.
  • Ability to attend weekly in-person educational tasting in Manhattan. 

Physical & Environmental Requirements

  • Ability to perform desk-based work for all or the majority of an 8-hour workday.  
  • Ability to concentrate on individual tasks and make and receive phone calls in an open plan office environment. 
  • Dexterity to enter and retrieve data using a computer keyboard and to operate standard office equipment. 
  • Visual acuity to review text and images on a computer screen.

Join K&L Wine Merchants and immerse yourself in a vibrant company culture where your passion for wine and commitment to service will help shape unforgettable customer experiences.

K&L Wine Merchants is an Equal Opportunity Employer. We value diversity and inclusion and consider all applicants without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability, or any other protected status.

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