Hospitality Specialist

Dry Farm Wines•Napa, CA

2d•Remote

About The Position

Dry Farm Wines is the world’s premier Artisan Wine company. We curate the highest quality pure Artisan Wines from small family growers around the world. Every wine meets a set of strict criteria, including organic farming practices, lower alcohol levels, no sugar, and delicious taste. But, we do far more than just sell wine. Our mission is to create the healthiest, most beautiful, and most premium Rare Artisan Wine lifestyle for our influential, affluent, and health-conscious community. To create the most premium Artisan Wine brand, we are driven to execute three things better than anyone else in the world: curate the best tasting, healthiest wine, deliver the most elegant, seamless service and ecommerce experience, and inspire more wine drinkers to enjoy our artisan, artful lifestyle. Dry Farm Wines is looking for a Hospitality Concierge who brings a deep understanding of Michelin-level standards of care to every customer interaction. This is a role for someone who thrives in a fast-moving, ever-evolving environment. You will succeed in this role if you are someone who leads with curiosity, adapts without hesitation, and takes pride in delivering an exceptional experience every single time. This is not your standard customer service or account concierge role.

Requirements

Minimum 4 years of experience in a high-caliber hospitality environment (Michelin-starred restaurant, luxury hotel, fine wine retail, or equivalent)
Basic knowledge of wine (production, regions, natural and biodynamic farming, and food pairing)
Demonstrated ability to communicate in a polished, educated, and approachable manner - both written and verbal

Nice To Haves

Experience working in a remote or distributed team environment is a plus

Responsibilities

Serve as a primary point of contact for customers across all channels (phone, email, text, and live chat) delivering thoughtful, educated, and personalized communication
Collaborate closely with the broader hospitality team to surface recurring customer feedback, emerging trends, and relevant insights to the Director of Hospitality
Represent the Dry Farm Wines brand with consistency and integrity across every touchpoint
Anticipate customer needs proactively, resolving issues with grace and efficiency
Contribute to a team culture of continuous improvement; sharing ideas, flagging gaps, and evolving with the business
Handle sensitive or complex customer situations with professionalism and emotional intelligence, turning challenges into positive experiences
Speak fluently and confidently about our wines, our sourcing philosophy, and our brand values in a way that educates and excites
Educate customers in an approachable, non-intimidating way that reflects our brand's passion and philosophy
Stay current on the Dry Farm Wines portfolio, seasonal offerings, and any product updates
Participate actively in team meetings, contributing insights and ideas that help elevate the overall customer experience
Utilize Zendesk and other platforms effectively, applying proper tags and workflows to help track customer impact and feedback
Identify patterns and inefficiencies in day-to-day operations and proactively suggest improvements
Adhere to and help refine team SOPs to ensure consistency and quality across all customer touchpoints
Use the systems and processes in place to gain a deep understanding of each customer's history and preferences to deliver a consistently personalized experience

Benefits

Above Market Compensation
Distributed Work Model with a limited in office policy, built to support every individual’s freedom and still build a strong team
4-day work week, with limited emails after hours and on weekends
Unlimited pure Organic Artisan Wines
Generous 401k, Profit Sharing, and Defined Benefit plans available
Paid gym stipend
Huge opportunities to expand your responsibilities and position as the company continues to rapidly grow
Most importantly, the opportunity to connect with an exceptional and talented team on a daily basis.

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