Customer Experience Associate

The Customer Experience Associate role is to strengthen and expand relationships with our customer base, and to drive the strategic priorities of the overall business through Insights gathered from all inbound communication channels.

The CX team will be the foundation that allows DAOU to maintain a customer-first approach.

This person will also assist the Customer Experience Team with overflow communication and incoming inquiries from the Membership, Ecommerce, Logistics, Internal, Estate departments. The successful candidate will have a 'customer first' attitude, continuously identifying ways to surprise, delight, and strengthen our relationships with our customers.

Position Responsibilities

• Solve Customer Problems: Orders, shipments, reservations, questions, events, wines.
• Respond to customers via phone, email, or chat in a timely manner
• Hit KPIs based around customer satisfaction and retention
• Build on customer and member relations and engagement to increase overall retention
• CRM: manage and log customer notes to maintain data and enhance the customer’s experience
• Create Opportunities: Turn INBOUND customer touchpoints (chat, email, phones, etc..) into business opportunities and Insights.
• Data Management: Clear up and maintain key consumer information (hours, policies, calendars) on consumer facing assets.
• Insights: Report weekly customer issues, questions, and recommend Initiatives / actionable items for various departments.
• Escalate inquiries and requests as necessary to the appropriate department or person following outlined guidelines.
• Support DTC departments with shipping logistics and questions if needed
• Assist with Allocation execution and support

Requirements

• Must be at least 21 years old.
• Familiarity with wine industry preferred.
• Excellent written & verbal communication skills.

Success Factors & Preferred Skills

• Experience with wine industry specific technology (Wine Direct) preferred.
• Superior organizational skills and attention to detail. Ability to handle multiple tasks simultaneously and balance competing priorities.
• Takes initiative, demonstrates creativity, personable and has a high level of professionalism.
• Proven success working in a customer service and/or sales position or industry. Enjoys engaging with prospective and current members on the phone, email, and live chat.
• Passion for wine, service, and sales.
• Display willingness to make decisions, exhibits sound and accurate judgment, and makes timely decisions

Working Conditions

• Regular working schedule to include weekdays, weekends, and holidays.
• Long and irregular hours during peak seasons and special events.
• Must be able to lift at least 40 lbs.
• Sitting for long periods of time (8 hours per day).
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compensation Range

• The compensation range for this role is $18/hr - $20/hr

Benefits

401K with 4% matching by employer, Medical, Dental, Vision, Life.

The purpose of this summary is to describe the essential job functions and the level of work performed by individuals assigned to this position. This description is not an exhaustive list of all job duties performed by this position. Management reserves the right to modify, add or remove duties from particular jobs and assign other duties as necessary.

DAOU is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.