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_A rare opportunity to join theCity Winery team as we reimagine the future of live music and hospitality._ City Winery to deliver the

highest end combined culinary and cultural experience to our customers who are

passionate in sharing wine, music, and culinary arts. We are a unique facility,

combining a fully functioning winery with intimate concerts, food & wine

classes, private events in a variety of configurations, and fine dining. We

have created a compelling mix for our sophisticated clientele of foodies, and

active cultural patrons—bringing the wine country experience to the middle of a

large city.

Position Summary

The Guest

Services Associate is part of our customer support team. You’ll be the first

point of

contact

for customers before and after their visit, answering questions, resolving

issues, and

ensuring

a smooth experience via phone and email. While we operate in the event and

hospitality

industry, this position is not a front of house position. You will support

guests using

various

digital tools and systems.

Why us?

• Competitive pay

• We are a rapidly expanding

national entertainment and hospitality company, offering tremendous

opportunities for driven and ambitious individuals.

• Medical, Dental, Vision

Insurance

• nDORFins program designed to

promote a healthy and active lifestyle!

• 401K (and yes we match!)

• Flexible Savings Accounts,HSA

and Dependent Care, Basic Life and AD&D Insurance

• Amazing discounts, 50% OFF

all dining/retail wine

• Free Family Meal

• Tickets to available shows

And

more!

Overview of Responsibilities

CustomerSupport (Phone + Email)

• Respond to guest inquiries

via HubSpot Helpdesk and Dialpad

• Assist guests with:

• Ticket purchases

• Memberships and benefits

• Venue/show information

• Policy clarification and event logistics

• Troubleshoot issues

including:

• Missing tickets

• Payment errors

• Account or login problems

• Ensure all guest concerns are

tracked, resolved, and followed up on as needed

• Maintain a consistent,

friendly and knowledgeable tone across all channels

• Proactively identify upsell

opportunities, such as premium seats, VIP packages, or add-

ons

ProblemSolving & Documentation

• Use internal systems (Vivenu,

Stripe, Commerce Layer) to research and resolve guest

issues

• Document common problems and

solutions to build out internal knowledge base and

team SOPs

• Propose enhancements to processes and

workflows that improve guest satisfaction and

team performance

Sales& Revenue Support

• Recommend relevant products,

services, or upgrades to guests based on their inquiries

• Promote memberships, events,

and add-ons where appropriate to maximize the guest

experience and contribute to sales goals

• Collaborate with the

Marketing and Ticketing teams to support seasonal campaigns or

special offers

• Provide feedback on guest

interest and sales objections to inform future sales strategies

Collaboration& Special Tasks

• Support ticketing operations

such as VIP waitlists, seat adjustments, and special event

logistics

• Partner with internal

departments to ensure accurate guest communication and service

delivery

• Help identify and communicate

guest trends, pain points, or recurring issues to improve

cross-departmental strategies

●

Minimum Qualifications

●

Someone who genuinely enjoys solving problems and helping

customers

●

Professional, patient, and empathetic communicator

●

Confident in identifying root causes and delivering accurate,

timely solutions

●

Curious, detail-oriented, and excited by variety in

day-to-day work

●

Flexible and available to work evenings, weekends, and

holidays when needed

●

Sales-minded: able to recommend products, upsell memberships

or upgrades, and

identify opportunities to drive revenue while

supporting the guest

About Us

Wine, food, and

live entertainment collide at City Winery to create a dynamic and incredibly

unique workplace. Since 2008, City Winery has been turning heads across the

nation with amazing live performances, delectable cuisine, and award winning,

locally produced wines. But there's more to us than that we're a haven for community and creativity, a

place where the philosophy of hospitality is more than just a buzzword, but a

way of life. City Winery, founded by music industry veteran & visionary

Michael Dorf, has established itself as a one-of-a-kind brand providing

unforgettable experiences for guests. From world class music venues to

sustainably produced wines with ratings of 90+ points, City Winery offers a

range of topnotch events & experiences.

We are an equalopportunity employer and value diversity at City Winery. We do not discriminateon the basis of race, religion, color, national origin, gender, sexualorientation, age, marital status, veteran status, or disability status.Additionally, City Winery participates in the E-Verify Program in certainlocations, as required by law.