Customer Experience Associate (DTC & Reservations)

The Wonderful Company•Napa, CA

27d•$19 - $22•Onsite

About The Position

Wonderful Wines, the premium wine division of The Wonderful Company, unites three iconic wineries - JUSTIN Vineyards & Winery, Lewis Cellars, and Landmark Vineyards - under one visionary umbrella. Known for innovation, entrepreneurial drive, and relentless pursuit of excellence, our mission is to craft extraordinary wines and unforgettable experiences. From JUSTIN's Bordeaux-style blends in Paso Robles, to Lewis Cellars' award-winning Cabernet Sauvignon in Napa Valley, to Landmark's expressive Sonoma Coast Chardonnay and Pinot Noir - our portfolio showcases the best of California's winegrowing regions. As part of The Wonderful Company - a Fortune Top 100 Place to Work and PEOPLE's #1 Company That Cares - we're committed to making a difference for our people, our planet, and our customers. We are seeking a Customer Experience Associate (DTC & Reservations) to join our growing eCommerce team! Supporting all three of our wine brands - JUSTIN Vineyards & Winery, Lewis Cellars, and Landmark Vineyards - this role manages inbound and outbound guest communication to ensure clear, professional, and engaging interactions. The position plays a key role in elevating the guest experience while driving sales and reservation conversions. The ideal candidate is organized, detail-oriented, and highly professional. They will expertly manage reservations, coordinate bookings, and support event logistics with accuracy and efficiency. Strong communication skills are essential, as is proficiency with CRM and reservation systems. Responsibilities include order processing, payment management, and fulfillment coordination for both consumer and corporate clients. Above all, the Customer Experience Associate brings a strong service mindset, adaptability in a fast-paced environment, and the ability to proactively anticipate and exceed guest needs. This full-time position requires on-site presence and flexible availability, and may be based in either Paso Robles, CA or Napa, CA.

Requirements

Minimum 2 years of experience in hospitality, guest services, or customer-facing roles, preferably within the wine, luxury retail, or resort industries
Must have flexible availability and the ability to work weekends to support guest and business demands
Proven track record in managing reservations, bookings, and event coordination with attention to detail and excellent organizational skills
Experience with order processing, payment handling, and fulfillment coordination, including working with both consumer and corporate clients
Proficient in CRM and reservation platforms (Tock, Commerce 7, RedChirp) or similar platforms and Microsoft Office (Outlook, Teams)
Passionate about delivering five-star service and creating memorable guest experiences
Excellent written and verbal communication skills, with a confident and professional demeanor suited to represent luxury brands
Strong organizational skills and ability to multitask and adapt quickly in a fast-paced environment
Comfortable attending and supporting in-person events as needed

Nice To Haves

Experience or knowledge of the wine industry, trade/media visitation, or concierge services is a plus

Responsibilities

Upholds 5-star service standards while providing end-to-end support to ensure efficient and seamless service delivery
Promptly responds to phone calls, emails, and text messages with professionalism, proper verbiage, clarity, and a service-first approach
Delivers intuitive and personalized service by offering tailored suggestions, thoughtful follow-up, and elevated sales recommendations
Completes reservation processes for multiple outlets and events, confirming all pertinent details
Proactively contacts customers to update account information (e.g., expired payment methods), resolve issues (e.g., back orders), and facilitate club order transitions
Processes one-time wine orders for various customer segments, including Members, Non-Members, Corporate/B2B clients, and internal employees
Manages club member shipments by modifying product selections, adjusting shipping schedules, and personalizing delivery frequency
Coordinates high-volume and specialized orders for corporate clients, virtual tastings, and employee gifting programs in collaboration with the Client Development team
Supports the Customer Experience Manager by way of fielding calls and providing administrative support when necessary
Collaborate cross-functionally with compliance, fulfillment, and client development teams to ensure smooth operations and seamless guest experiences
Demonstrates thorough knowledge of experiences at JUSTIN Vineyards & Winery and sister properties, presenting options that best suit guests' needs
Maximizes profit by upselling experiences while building lasting relationships with guests and Wine Society members
Represents the company at in-person events as needed
Maintains knowledge of local Napa Valley attractions, wine tours, tastings, and events, to enhance guest interactions

Benefits

Thriving Wellness Community: Access to top-notch medical coverage comprehensive vision and dental plans, and a 401k with match eligibility to secure your financial future and including: 24/7 online physician consultations virtual mental health resources life coaching engaging employee community groups cash rewards for healthy habits and fitness reimbursements library of on-demand fitness videos
Career Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units.
Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development department, offering extensive resources like People Manager and leadership training, webinars, and eLearning courses.
Empowering Mentorship Program: Connect with colleagues through our company-wide mentorship program to share goals, overcome challenges, and drive your career forward.
Continuous Improvement Training: Participate in training that empowers all employees to learn and implement concepts that drive significant, positive change in the workplace.
Building a Healthy Society: To date, our co-Founders Lynda and Stewart Resnick, through their foundations and The Wonderful Company, have invested more than $2.5 billion in education, health and wellness, community development, and sustainability initiatives across California's Central Valley, Fiji, and the world. In 2025, Wonderful ranked as #1 in PEOPLE's "100 Companies That Care" list and was named one of Fortune magazine's 100 Best Companies to Work For. To learn more about our corporate social responsibility efforts, visit csr.wonderful.com.
Giving Back to the Community: Make a difference with Wonderful Giving, allowing you to allocate company-provided funds to up to three charities of your choice, and join Wonderful Neighbor to contribute to group service projects within our local communities.

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