Member Account Executive

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as the main point of contact for customers through phone, email, text, and live chat.

• Provide thoughtful, knowledgeable, and personalized communication to customers.

• Work collaboratively with the hospitality team to gather customer feedback, trends, and insights for the Director of Hospitality.

• Consistently represent the Dry Farm Wines brand with integrity.

• Anticipate customer needs proactively and resolve issues in an efficient manner.

• Professionally manage sensitive or complex customer situations.

• Serve as the lead copywriter for the Hospitality Team and other supporting departments.

• Speak confidently about Dry Farm Wines, including its products, sourcing philosophy, and brand values.

• Educate customers about wines in a friendly and approachable manner.

• Keep up to date with the portfolio, seasonal offerings, and product updates.

• Participate in team meetings while contributing insights related to customer experience.

• Use Zendesk and other platforms effectively, including tags and workflows.

• Identify operational patterns and inefficiencies, providing suggestions for improvement.

• Follow and enhance team Standard Operating Procedures (SOPs).

• Leverage customer history and preferences to create personalized experiences.

⛳️ Requirements

• At least 4 years of experience in a high-caliber hospitality setting (such as a Michelin-starred restaurant, luxury hotel, fine wine retail, or similar).

• Basic understanding of wine, including aspects of production, regions, natural and biodynamic farming, and food pairing.

• Proven ability to communicate in a polished, educated, and approachable manner, both in writing and verbally.

• Experience in a remote or distributed team environment is advantageous.

• Capability to manage high volumes across various communication channels simultaneously while maintaining quality.

• High emotional intelligence with the ability to approach customers with patience and empathy.

• Strong problem-solving skills, especially under pressure.

• Excellent attention to detail.

• Proficient with CRM systems, ticketing tools, and remote communication platforms.

• Strong critical thinking abilities.

• Availability to work Monday-Friday, 12pm-8pm EST during the first 90-day training period.

• Availability to work Wednesday-Saturday, 11am-7pm EST following the training period.

🏝️ Benefits

• Competitive compensation above the market rate.

• Distributed work model with limited in-office requirements.

• Four-day work week.

• Unlimited access to pure Organic Artisan Wines.

• Generous 401k, profit sharing, and defined benefit plans available.

• Paid gym stipend.

• Significant opportunities for expanding your responsibilities and advancing in your role as the company grows rapidly.

• Opportunity to collaborate with a talented and exceptional team.

• We cover all expenses for in-person working interviews and social events.