Consumer Services Rep

E. & J. Gallo Winery•Modesto, CA

21h•Hybrid

About The Position

As a Consumer Services Representative for GALLO, you’ll be a trusted voice for our portfolio of brands, serving as a primary point of contact for consumers across phone, email, chat, and social media. Every interaction is an opportunity to strengthen relationships, build loyalty, and ensure consumers feel heard, supported, and confident in their experience with our products. In this role, you’ll respond to a wide range of inquiries—from general product questions to quality assurance concerns—using sound judgment, empathy, and clear communication. You’ll navigate multiple systems and platforms to provide timely, accurate information, resolve issues efficiently, and guide consumers to purchasing options that best meet their needs. Your ability to think quickly and act decisively will directly contribute to consumer satisfaction and continued brand trust. You’ll collaborate closely with internal partners and third-party resources to support promotions, rebates, and special offers, while also participating in ongoing training to stay current on products, industry trends, and regulatory considerations. Maintaining compliance and protecting brand integrity are key, especially when communicating in regulated spaces and public forums. This position offers variety, meaningful consumer interaction, and the chance to represent iconic brands with professionalism and pride. If you thrive in a fast-paced environment, enjoy problem-solving, and take ownership of delivering exceptional service, this role provides an engaging opportunity to make an impact every day.

Requirements

Bachelor's degree; OR Associates degree plus 1 year of administrative, consumer services, digital/social support, account management, retail sales, marketing, journalism, public relations, corporate communications or customer service experience reflecting increasing levels of responsibility;; High school diploma or State-issued equivalency certificate plus 3 years of consumer services, digital social/social support , account management or retail sales, marketing, journalism, public relations, corporate communications or customer service experience reflecting increasing levels of responsibility.
Availability to work evenings, weekends and holidays when necessary.
Excellent written and verbal communication skills.
21 years of age or older.
Knowledge and experience in using social media platforms, such as Facebook, Instagram, and X.
Excellent communication and interpersonal skills.
Ability to work independently in a demanding environment.
Ability to navigate through multiple systems and channels (Salesforce, Emplifi, etc.).
Experience independently responding to consumer inquiries and resolving issues.
Accuracy, attention to detail, and strong writing skills.
Ability to comprehend and accurately interpret the meaning behind brief messages.
Strong proficiency in concise communication.
Skilled in reading, comprehending, interpreting, and executing instructions, short correspondence, and memos.
Flexible, willing, and able to work evenings, weekends, and holidays when business needs demand.
Skilled in the use of Microsoft Excel and PowerPoint.
Skilled in the use of Microsoft Outlook level; experience using the Internet to conduct research.
Required to travel to company offices, sites, and/or meeting locations for onboarding, training, meetings, and events for development, department needs, and business delivery up to 5% of the time, with or without reasonable accommodation.
18 years or older.

Nice To Haves

Bachelor's degree plus 2 years of social community management, administrative call center, account management, retail sales, marketing, journalism, public relations, corporate communications, or customer service experience reflecting increasing levels of responsibility; Associate's degree plus 3 years of social community management, administrative call center, account management or retail sales, marketing, journalism, public relations, corporate communications, or customer service experience reflecting increasing levels of responsibility; High school diploma or State-issued equivalency certificate plus 5 years of multi-channel consumer engagement, social community management, administrative call center, account management or retail sales, marketing, journalism, public relations, corporate communications, or customer service experience reflecting increasing levels of responsibility.
Experience executing business applications of social media monitoring and responding to social media on behalf of a company, its products, and brands.
Wine industry experience.
Familiarity with CRM or social platforms (e.g Emplifi, Hootsuite).
Experience communicating detailed product and company information to consumers, customers, or employees in written and verbal formats.
Possess excellent written and verbal communication skills including spelling, grammar, and punctuation.
Experience managing brand voice in a regulated industry.

Responsibilities

Serve as a primary point of contact for consumers across phone, email, chat, and social media.
Respond to a wide range of inquiries, from general product questions to quality assurance concerns.
Navigate multiple systems and platforms to provide timely, accurate information.
Resolve issues efficiently and guide consumers to purchasing options.
Collaborate closely with internal partners and third-party resources to support promotions, rebates, and special offers.
Participate in ongoing training to stay current on products, industry trends, and regulatory considerations.
Maintain compliance and protect brand integrity, especially when communicating in regulated spaces and public forums.