DAOU Family Estates is hiring a
Customer Experience Associate

Summary

The Customer Experience Associate role at DAOU involves handling customer inquiries, managing CRM, creating opportunities from customer touchpoints, and reporting weekly customer issues. The successful candidate should have excellent communication skills, be at least 21 years old, and have familiarity with the wine industry is preferred.

Requirements

• Must be at least 21 years old
• Excellent written & verbal communication skills

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

Preferred Qualifications

Familiarity with wine industry preferred

Benefits

• The compensation range for this role is $18/hr - $20/hr
• 401K with 4% matching by employer
• Medical, Dental, Vision, Life