What are the responsibilities and job description for the Member & Guest Services Representative position at Cooper's Hawk Winery and Restaurants?
Cooper’s Hawk Winery & Restaurants is growing, and so is our wine club! Our Member and Guest Services team the first point of contact for our valued wine club members and guests. Cooper's Hawk is looking for a customer-service oriented, helpful, energetic Member and Guest Services Representative to support the team.
Previous call center experience is a plus. The position primarily answers and directs phone calls from restaurant guests and wine club members, as well as restaurant staff from our 60 locations. While this position has the opportunity to work remotely, we would prefer candidates to work out of our Downers Grove office in a hybrid capacity.
What You’ll Do:
Cooper’s Hawk is an equal opportunity employer. All qualified applicants are considered for employment without regard to the person’s race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Cooper’s Hawk makes reasonable accommodations during all aspects of the employment process, including during the interview process.
The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. The Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.
About Us
Cooper's Hawk Winery & Restaurants was created with the inspiration of bringing the Napa Valley experience to all of America, by combining an elegant tasting room with a polished casual restaurant and scratch kitchen. Cooper's Hawk wines have won hundreds of awards and are the Official Wines of the Screen Actors Guild® Awards. We are built upon the belief that food and wine hold the power to forge a COMMUNITY, and with the world's largest wine club membership, we are paving the way to democratizing the good life!
Previous call center experience is a plus. The position primarily answers and directs phone calls from restaurant guests and wine club members, as well as restaurant staff from our 60 locations. While this position has the opportunity to work remotely, we would prefer candidates to work out of our Downers Grove office in a hybrid capacity.
What You’ll Do:
- Answer all incoming calls and emails from guests, wine club members, and current restaurant team members
- Direct all incoming calls from guests or restaurants to the department requested
- Handle all wine club member and guest needs promptly and professionally
- Ensure wine club member information is correct in WINGS system
- Resolve any wine club member issues with memberships
- Process credit card payments for wine club members
- Process order requests for service and assistance with online or phone orders
- Coordinate shipments with guests and communicate with fulfillment team to ensure orders are processed
- Direct all incoming calls from guests or restaurants to the department requested
- Make outbound calls to wine club members
- Review and follow process all Cooper's Hawk donation requests
- Answer donation inquiries via phone and email
- Use computer system to process replacement Wine Club Membership cards
- Complete special projects as assigned by Member & Guest Services team.
- Must represent Cooper’s Hawk values
- Candidates must be willing to work varying Monday-Sunday shifts within 8:00am and 10:00pm, with some holiday hours.
- 1 to 2 years of experience in a customer service/call center environment
- Excellent communication skills (written, verbal, as well as on the phone)
- Proficiency with Microsoft Office (Word, Excel, Outlook)
- Salesforce experience preferred (Not required)
- Customer service and solution-oriented
- Strong attention to detail
- Strong time management skills
- Strong sense of urgency and ability to multitask
- Must be dependable and demonstrate a commitment to the team
- Must be flexible and willing to adjust priorities as situations change
- Willing to work 25-30 hours/week
- Possess an upbeat, positive, and fun-loving attitude
- Restaurant industry experience a plus
- Experience processing donation requests a plus
Cooper’s Hawk is an equal opportunity employer. All qualified applicants are considered for employment without regard to the person’s race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Cooper’s Hawk makes reasonable accommodations during all aspects of the employment process, including during the interview process.
The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. The Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.
About Us
Cooper's Hawk Winery & Restaurants was created with the inspiration of bringing the Napa Valley experience to all of America, by combining an elegant tasting room with a polished casual restaurant and scratch kitchen. Cooper's Hawk wines have won hundreds of awards and are the Official Wines of the Screen Actors Guild® Awards. We are built upon the belief that food and wine hold the power to forge a COMMUNITY, and with the world's largest wine club membership, we are paving the way to democratizing the good life!