Customer Service Associate - remote CA

ABOUT US

Family owned and operated since 1976, K&L Wine Merchants is widely recognized as one of the leading independent wine retailers in the United States. We offer a world-class selection of wine, spirits, and beer at four retail locations and through our website. We are a small but growth-minded company made up of a tight-knit team dedicated to providing excellent, knowledgeable service to our customers. If you are seeking an exciting career and an 'all-access pass' to the business and culture of wine and spirits, K&L Wine Merchants may be the perfect match!

**This is a remote role in California**

WHAT WE'RE LOOKING FOR

Our idealCustomer ServiceAssociate has awesome people skills, is passionate about what we do, and loves being part of a team. We're looking for an enthusiastic conversationalist with equally great listening skills who is eager to offer product advice and general assistance to our customers by phone, email, and chat. If you are a positive, solutions-oriented professional who wishes to develop and share your expertise in wine, spirits, and beer we want to hear from you.

PRINCIPLE RESPONSIBILITIES

• Provide superior customer service and informed sales recommendations to our customers via phone and email (average of 40 - 60 calls per day primarily inbound, plus email correspondence)
• Accurately process all types of transactions: general sales, pre-arrival orders, wine club enrollments, local delivery and shipping orders, customer profile updates, etc.
• Monitor the company's customer service email inbox, web-based help desk application, and chat functionality
• Work to provide solutions to a variety of customer service incidents such as incorrect order fulfillment, failed shipment/delivery, payment issues, etc.
• Develop expertise in domestic and international shipping protocols including regulations, scheduling, insurance, tax rates, weather warnings, and holds
• Regularly contribute product reviews to the website; write newsletter pieces and blog entries as assigned
• Attend staff education sessions and on/offsite events as requested

REQUIREMENTS

• 1-3 year's experience in retail customer service or other customer facing role
• Excellent verbal and written communication skills
• Demonstrated ability to project a positive, helpful demeanor when interacting with customers
• Proficient and expeditious with web browser and email applications
• Full-time, non-exempt position; at least one weekend day required
• Must enjoy a focused, desk-based work environment with heavy phone and email, particularly during October/November/December
• Conversant in Office 365
• Bachelor's degree preferred

K&L Wine Merchants is an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability, or any other status protected by law.