Customer Service Representative - Saddlerock Wine & Beer Co.

As a Wine Club Customer Service Representative, you will be the primary point of contact for members of our exclusive wine club. This role requires a passion for wine, exceptional customer service skills, and the ability to engage with members to ensure a positive and personalized experience. You will be responsible for addressing inquiries, resolving issues, and fostering a strong rapport with wine club members.

Responsibilities:

1. Customer Engagement:

   • Build and maintain strong relationships with wine club members through various communication channels, including phone, email, and chat.
   • Provide personalized assistance to members, offering recommendations, and addressing inquiries related to wine selections, shipments, and membership benefits.

2. Order Processing and Fulfillment:

   • Process and manage wine club orders, ensuring accuracy in product selection, shipping details, and billing information.
   • Collaborate with internal teams to coordinate the timely fulfillment of wine club shipments and track deliveries to ensure a seamless customer experience.

3. Issue Resolution:

   • Address member concerns and resolve issues promptly and professionally, ensuring a high level of customer satisfaction.
   • Collaborate with internal departments to resolve complex problems and ensure a positive resolution for wine club members.

4. Membership Management:

   • Assist in the onboarding of new wine club members, providing information on benefits, perks, and exclusive events.
   • Maintain accurate and up-to-date member records, including preferences, contact information, and order history.

5. Communication:

   • Communicate effectively with members regarding upcoming wine releases, events, and exclusive offers.
   • Proactively reach out to members to gather feedback, preferences, and suggestions to enhance the overall wine club experience.

6. Sales and Upselling:

   • Identify opportunities to upsell and cross-sell wine club memberships, exclusive releases, and related products.
   • Collaborate with the sales and marketing teams to promote special promotions and events to increase member engagement and satisfaction.

Qualifications:

• Previous customer service experience, preferably in the wine or hospitality industry.
• Strong knowledge and passion for wine, including an understanding of different varietals, regions, and winemaking processes.
• Excellent communication skills, both verbal and written.
• Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
• Attention to detail and accuracy in order processing and data management.
• Problem-solving skills and the ability to handle challenging customer situations with professionalism.
• Proficiency in using customer service software, CRM systems, and other relevant tools.

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