Job Description

Job Description:

Customer Experience Coordinator (Reservations & Member Support)
Adair Family Wines is seeking a dedicated and detail-oriented Customer Experience Coordinator to serve as the welcoming voice of our team. This role is crucial in ensuring that our guests and wine club members enjoy seamless and personalized interactions from the moment they reach out to us. As the primary point of contact for incoming phone calls, you will play a vital role in managing guest reservations, maintaining relationships with our wine club members, and proactively addressing customer concerns, order issues, or questions.
In this position, you will oversee the reservation process for our wine tastings and experiences, ensuring that every detail is handled with care. You will keep all CRM information organized and up to date in WineDirect and our booking system (TOCK). Additionally, you will provide outstanding service to our wine club members by managing their inquiries on our member phone line. Whether assisting with account updates, explaining membership benefits, or resolving issues, your attentiveness and professionalism will strengthen their connection to our winery.
This role requires a warm and engaging personality, along with excellent organizational skills for efficiently managing multiple responsibilities. Ideal candidates should have experience in hospitality or customer service and a passion for creating memorable guest experiences. Familiarity with WineDirect, RedChirp, and Tock is a plus but not mandatory. This position offers a competitive hourly wage, ongoing training opportunities, and access.
Main Responsibilities:
Reservations Management:
o Handle inbound phone calls to update and manage guest reservations for wine tastings, events, and experiences.
o Make accurate and timely updates or changes of reservations directly into our booking system.
Wine Club Member Support:
o Answer the wine club member phone line for all the brands in the Adair Portfolio, providing assistance with account inquiries, membership updates, and product information.
o Proactively call wine club members ahead of upcoming shipments to confirm preferences, update payment or shipping details, and address any concerns.
Customer Relationship Management:
o Build positive, lasting relationships with customers by delivering personalized and professional service.
o Maintain accurate records of member interactions and follow up promptly on unresolved issues.
Administrative Support:
o Assist with other customer service-related tasks, such as responding to general inquiries and supporting the hospitality team during busy periods.
Qualifications:
•  Exceptional communication and interpersonal skills.
•  Strong organizational abilities and attention to detail.
•  Experience in hospitality, customer service, or a related field is preferred.
•  Proficiency with Tock, WineDirect, and RedChirp is a plus.
•  Passion for wine and knowledge of wine club operations is a bonus.
Compensation & Benefits:
•  Competitive hourly wage
•  Generous employee wine discounts and incentives.
•  Comprehensive training and growth opportunities.

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