Title: Customer Service Representative
Reports To: Hospitality Manager and Wine Club Manager

Job Overview: The Customer Service Representative (CSR) at Boundary Breaks is responsible for providing Tasting Room guests and Wine Club Members with superior Customer Service.  The CSR is expected to interact with customers in three contexts: face-to-face at the Point-of-Sale system; via email; and on the telephone. The CSR also collaborates with other members of the Boundary Breaks team, including:  the owners, the Business Manager, the Wine Club Manager and Tasting Room Wine Guides.

On-Season and Off-Season Hours: The CSR is required to be available to work Monday-Friday. Weekend hours are not required. The hours required and responsibilities off the CSR will vary depending upon the season.

Between approximately March 15 and November 15, the position will likely require up to 40 hours per week. Between approximately November 16 and March 14, the hours of the position will decrease substantially, possible to zero hours per week, depending upon business needs.

Responsibilities and Duties: The CSR role is involved in two areas of responsibility: the Tasting Room and the Wine Club. These include, but are not limited to:

– Staffing the Point-of-Sale terminal to check customers out at the end of their visit. 

– Processing Wine Club transactions using the Wine Club management system. 

– Communicating with Wine Club members via email and phone to address questions and make adjustments to their orders.

The Wine Club activity responsibilities occur primarily during two, eight-week periods of the year when Wine Club shipments and pick-ups are occurring. These two,important periods are mid-March to mid-May; and mid-August to mid-October. The Wine Club responsibilities may also include processing labels for shipments, packing Wine Club shipments, and trouble-shooting delivery problems with UPS and FedEx.

The successful candidate should demonstrate experience and proficiency in the following areas:

– Communication: This includes the ability to communicate effectively with managers and co-workers in a timely and professional manner.

– Collaboration: This involves maintaining professional, mutually-satisfying relationships with management, other employees and, most-importantly, with customers both face-to-face and via phone and email.

– Independence: Once trained and experienced, the CSR must be able to act and make decisions independently based on the requirements of the position and the priorities of the employer.

– Empathy: The ability to understand the views and sentiments of others–particularly our customers–is a pre-requisite for success in this position.

– Flexibility: Because the needs of a growing business evolve and may be unpredictable, the role requires flexibility to adapt to changes.

– Reliability: As a member of the team, this individual in this role must demonstrate an ability to follow-through on commitments.

– Passion: The role’s primary interface is with other people.Success requires the ability to convey enthusiasm for, and pride in, the assignment.

– Patience: Peers, managers and guests are not always perfect. The ability to accept less-than-perfection at times is needed in this role.

– Integrity: As is the case with all employees at Boundary Breaks, personal integrity is the most important character-trait needed for this position.

Qualifications: The position requires:

– The ability to lift 40-pound cases of wine.
– More than two years of successful experience in a hospitality position.
– Basic analytical and quantitative skills.|
– Experience with tools like those used at Boundary Breaks. This includes the use of Microsoft Office;  web-based tools such as Gmail; Point-of-Sale Systems; Reservation Systems; and other similar systems as they are deployed.

Compensation: The position is an hourly, time-reporting position. The starting hourly rate is $15.50 per hour.

Start Date: March 1, 2025

Interested candidates should reply to: info@boundarybreaks.com