Job description
Join Our Celebration!
Summary
Enhancing the guest experience for ABC Fine Wine & Spirits, TheHumidor.com, and TheABCVault.com and assisting with resolution on issues guests may be having online or in store.
Key Responsibilities
- Fielding calls, emails and letters related to the guest experience, stores, or any other general guest feedback or questions.
- Manage the
guestservices@abcfws.comemail inbox.
- Assist stores, eService Desk, and guests with online pick-up and delivery orders when necessary.
- If additional expertise is required to resolve the guest’s issue, re-route phone calls and emails to the appropriate person(s).
- Logging any guest contact or resolutions in appropriate place.
- Communicate guest and store related issues to appropriate department for solution.
- Identify and report recurring/ongoing guest service issues.
- Support GEM (Guest Experience Manager) with various routine reports.
- Manage Sprout Social tasks as assigned to the guest services team.
- Assist with Vault including resolving issues with guests accessing the website.
- Add and remove Guest(s) from Responsys email system as requested.
- Updating and maintaining guest(s) contact info in Customer Database.
- Add points to loyalty accounts as requested by store or Guest(s).
- Combining guest accounts and card numbers.
- Assist with Guest coupon related issues.
- Assist with gift card related issues.
- Combine Guest accounts and card numbers when requested by store or Guest.
- Other duties as assigned.
Qualifications
- The ideal candidate has superb phone and email etiquette, strong organizational skills, is an engaged team player, is detail oriented, and has the ability to aggregate, analyze and communicate information to other team members.
Job Requirements:
- Candidates should be 21 years of age or older
- Able to work a flexible schedule as business requires, night and weekends, especially during holidays
Our Mission is: “We make everyday celebrations better while enriching the lives of team members and by contributing to organizations that benefit families in the communities we serve.”
Come join this family-owned, growth-oriented organization today!
- PAID VACATION AND PTO
- TUITION REIMBURSEMENT
- ABC UNIVERSITY - GREAT WINE, SPIRITS, BEER, CIGAR TRAINING
- EXCELLENT WELLNESS-BASED HEALTH INSURANCE FOR INDIVIDUAL + FAMILY
- DENTAL AND VISION PLANS
- COMPANY-MATCH 401K PROGRAM
- EMPLOYEE DISCOUNTS ON WINE AND SPIRITS
- EMPLOYEE ASSISTANCE PROGRAM (EAP)
- PET INSURANCE
Equal employment opportunity
ABC is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and we make all employment decisions without regard to race, ethnicity, color, age, sex, gender, gender identity or gender expression, sexual orientation, religion, creed, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, genetic information, medical condition, military status, or any other basis prohibited by law (“protected status”).
ABC is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and we make all employment decisions without regard to race, ethnicity, color, age, sex, gender, gender identity or gender expression, sexual orientation, religion, creed, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, genetic information, medical condition, military status, or any other basis prohibited by law (“protected status”).
ABC is an alcohol-free, drug-free workplace.
#AlwaysBeCelebrating
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