Customer Experience Associate

Description

O’Neill Vintners & Distillers was founded in 2004 with a simple idea from our founder, Jeff O’Neill, that great wines should be enjoyed by all. We believe those wines must be of exceptional quality centered around our core belief that doing the right thing for our employees, consumers, partners, and the planet is key to a sustainable future. As our family-owned business has grown, so has our belief in business as a force for good—we are proud to be an industry leader in sustainability and a Certified B Corporation.

We are one of California's largest wineries, with operations in Larkspur, Sonoma, Paso Robles, and Parlier, CA. Our award-winning portfolio of consumer brands includes Line 39, FitVine, Harken Chardonnay, Rabble, Charles Woodson’s Intercept, Robert Hall, Allegro Cellars, Ram’s Gate, Substance, ViNO, and BrandyLab.

The Customer Experience Associate plays a key role in guaranteeing exceptional service across all guest interactions. This role ensures seamless coordination of reservations from initial contact to post-visit follow-up, providing an exceptional guest experience. The position supports two properties, Robert Hall Winery and Ram’s Gate Winery, and involves working closely with internal teams and external partners to organize and execute tastings, tours, and special events.

The ideal candidate is a passionate and detail-oriented individual who thrives on delivering exceptional service, fostering relationships, and elevating the overall guest experience.

DUTIES AND RESPONSIBILITIES:

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Assist in managing tasting room reservations from inquiry to follow-up, ensuring an outstanding customer experience.
• Coordinate all tasting room appointments and respond to customer requests via phone, email, live chat, and text promptly, accurately, and in a friendly, engaging manner. 
• Schedule, select, and facilitate the purchase of wines for reservations and events.
• Confirm and follow up on all appointments and special requests.
• Assist in managing the booking system for reservations, ensuring all details are accurately recorded and communicated to the appropriate teams. 
• Support the handling of reservation modifications and cancellations, proactively addressing any challenges.
• Gathers detailed information and inputs into CRM system to enable sales and hospitality teams to customize guest interactions and communications.
• Work closely with other departments such as Hospitality, Sales, Wine Club, and Events to coordinate guest experiences and resolve any issues that may arise. 
• Book and coordinate tours and large group tastings for trade and consumer guests.
• Keep reservation systems and websites updated with current offerings and availability.

Requirements

QUALIFICATIONS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• Experience: Minimum of 2 years in a customer service or hospitality role. Experience in the wine or luxury industry is preferred.
• Exceptional organizational abilities, excellent communication, and proficiency in handling multiple tasks across diverse channels. 
• Familiarity with CRM and reservation management software and possess the ability to adapt to new technology and systems quickly. 
• Ability to work weekends
• Characteristics: A customer-centric approach with a genuine commitment to delivering outstanding service, along with a solution-driven mindset and a collaborative attitude. Adaptable to changing circumstances and adept at working in fast-paced environments, while maintaining a strong attention to detail. 

CULTURAL BEHAVIORS

O’Neill team members are Forward Thinkers. Hard Working without Drama. Friendly Problem Solvers who work as One Team to Always Deliver.

PHYSICAL/MENTAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to do the following: 

• Stand, walk, move, or sit for prolonged periods.
• Perform some repetitive motion activities.
• Coordinate multiple tasks simultaneously while maintaining a high level of customer service.
• Lift, move, and stack boxes up to 60 lbs.

WORK ENVIRONMENT:

• Work normally occurs in a temperature-controlled office environment with some time spent in tasting rooms and event spaces which may be indoors or outdoors. 
• Noise levels typically range from low to medium. 
• Interaction with guests, team members, and vendors in a professional setting. 

O’Neill Vintners & Distillers offers a competitive salary and comprehensive benefits package, including medical, dental, vision, and life insurance coverage, short- and long-term disability, a 401(k) with a company match, Paid Time Off, holidays, and more.

O’Neill Vintners & Distillers is an equal opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All candidates must pass a comprehensive background check and drug screen and adhere to all Company, Federal, and State Food Safety Regulations and Policies. This organization participates in E-Verify.