Wine Club Sales Assistant - Reserve

Job Title

The pay range for this position begins at $17.85/hour and is based on the level of qualifications and relevant experience above the minimum requirements.

Reserve: a position working an average of 20 hours per week (anywhere between 40-999 hours per year).

Job Description

The Wine Club Sales Assistant supports Biltmore's Vanderbilt Wine Club business and staff by providing world-class guest service to club members with a goal of building Biltmore brand loyalty and ensuring members' expectations are exceeded. The Sales Assistant will be the front-line point of contact for members. Duties include, and are not limited to: processing new memberships; account management- updating member information and preferences; phone and email correspondence; order processing; outbound sales campaigns, upselling wine and membership tiers, and member retention. The Sales Assistant will also provide general assistance to the Wine Club Leadership Team, Guest Services Leadership, and the company as required.

Essential Job Duties

• Develops proficiency and accuracy in the Wine Club database.
• Process new memberships, membership upgrades, cancellations, and change of address information, shipment tracking, and all other member needs.
• Respond to all member emails and phone calls in a timely and gracious manner.
• Possesses a general understanding of the wine-making process and the Biltmore Wine portfolio.
• Upsell and cross-sell wines and membership tiers.
• Maintain accuracy in placement of orders.
• Engage in outbound communication with members.
• Promptly communicate with the Wine Club Leadership any issues that arise.
• Enthusiastically and professionally resolve guest service issues.
• Ensure preservation of confidential information.
• Assist in maintaining <15% attrition annually.
• Assist in maintaining >90% fulfillment rate each quarter.

Qualifications

• High school diploma (or GED). Additional training or education a plus.
• Previous customer service experience strongly preferred. The ideal candidate will have had at least six (6) months of related guest service experience in an upscale setting. Experience with bLoyal.
• Demonstrated commitment to delivery of world-class internal/external guest service.
• Proficiency in Microsoft Excel, Outlook, and Word.
• Outstanding interpersonal and written/verbal communication skills; effective and professional with different audiences across various communication channels.
• Excellent planning, time management, and organizational skills; keen attention to detail with focus on quality and service; prioritizes work, adapts, and multitasks.
• Proactive, exercises good judgment; anticipates, troubleshoots, and problem solves.
• Must be able to quickly acquire knowledge of Biltmore systems, protocols, products, and history.
• Represents Biltmore and Vanderbilt Wine Club professionally at all times.

Physical Requirements

• Sitting for much of the day, with time divided between the telephone and computer.
• Ability to lift up to 50 pounds occasionally.