Client Engagement Specialist

Joseph Phelps

9d•$30 - $33•Onsite

About The Position

Joseph Phelps Vineyards, one of Napa Valley's most acclaimed and iconic wineries, is seeking a Client Engagement Specialist to cultivate meaningful, long-term relationships with our clients and members while supporting direct-to-consumer sales through thoughtful, personalized engagement. The Client Engagement Specialist cultivates meaningful, long-term relationships with Joseph Phelps Vineyards clients and members while supporting direct-to-consumer sales through gracious, personalized engagement. Serving as a trusted and attentive point of contact, this role delivers refined, highly personalized service that reflects the standards of a luxury wine brand. The Client Engagement Specialist proactively connects with clients through phone, email, SMS, and other approved communication channels to understand preferences, anticipate needs, recommend wines and experiences, and create memorable opportunities for continued engagement with Joseph Phelps Vineyards. This is an exciting opportunity for a relationship-driven professional who is passionate about hospitality, client engagement, and delivering elevated experiences that inspire lasting connections with the Joseph Phelps Vineyards brand.

Requirements

Minimum of two years of telephone sales, clienteling, luxury hospitality, or premium wine industry experience preferred.
Exceptional sales and interpersonal communication skills, with the ability to connect authentically and professionally by phone, in writing, and in person.
Warm, engaging presence with a positive, service-oriented attitude.
Demonstrated ability to build long-term client relationships through personalized outreach, attentive follow-up, and thoughtful service.
Highly detail-oriented, organized, and efficient.
Experience using CRM and other computer-based project management tools.
Proficient in Microsoft Word, Excel, Teams, and Outlook; experience with Commerce7 and RedChirp is a plus.
Self-motivated, accountable, and collaborative, with the ability to achieve individual and team goals.

Nice To Haves

Experience with Commerce7 and RedChirp is a plus.

Responsibilities

Proactively generate revenue through thoughtful, relationship-based client outreach while achieving sales goals established by the Manager.
Deliver gracious, highly personalized service to new, current, and previous clients.
Recommend wines with care and expertise based on individual client preferences, purchase history, collecting interests, and prior engagement.
Participate in outreach sales team meetings.
Enter sales orders into Commerce7, ensuring orders are complete and accurate.
Maintain an up-to-date consumer database, including credit card information and billing and shipping addresses.
Set follow-up tasks and make notes of customers’ preferences, purchasing habits, and other sales opportunities.
Work together with our Phelps Preferred Team to assist customers with shipping information, package tracking, and other order issues as they arise.
Monitor progress of orders through the fulfillment portal.
Manage returned orders promptly and accurately through resolution.
Respond in a timely manner to all calls, texts, and emails regarding direct sales orders.
Promptly investigate and follow up on any customer order concerns.
Maintain knowledge of the Joseph Phelps Vineyards story and available wines to provide customized recommendations based on customers’ preferences.
Communicate with warmth, discretion, and polish in a manner consistent with the Joseph Phelps Vineyards brand voice and luxury positioning.
Provide recommendations on food pairings, when to drink, how to store, and how to serve wine.
Deliver elevated, luxury-level service across all client-facing interactions, ensuring every touchpoint feels thoughtful, polished, and aligned with the Joseph Phelps experience.
Represent Joseph Phelps Vineyards as a polished and professional brand ambassador in every interaction.
Support membership coordination and client inquiries under the direction of the Membership Manager.
Educate customers on Phelps Preferred opportunities and benefits.
Provide administrative assistance when needed.
Performs other duties as assigned by manager.