Job Description
The E-Commerce Sales Agent is responsible for providing a world class shopping experience for all guests who visit biltmoreshop.com as well as phone orders and email communications. Associate will actively up sell at every opportunity and assist guests with product selections while ensuring all orders meet compliance requirements for shipping. In addition, the E-Commerce Sales Agent will be responsible to provide general assistance and support for estate sales and information calls which may occur as part of the guests retail requests. This includes, and is not limited to: ticketing and general information; specialty tours, activities, and events; and annual passes. Agents may use active listening and suggestive selling techniques to help guests finalize retail purchases in order to create exceptional and memorable retail experiences.
Essential Job Duties:
1. Respond to all customer emails and phone calls in a timely and gracious manner.
2. Process new sales as well as cancellations and change of address information, shipment tracking, and all other customer needs accurately and efficiently.
3. Enthusiastically and professionally resolve guest service issues.
4. Up sell and cross sell wines and other merchandise.
5. Request inventory from Estate shops as needed.
6. Engage in outbound communication with customers as needed.
7. Regularly meet or exceed monthly set department goals and performance standards.
8. Provide information, options, and assistance for Biltmore guests, including ticketing/passes; estate activities, products, and services; accommodations; and special events/functions.
9. Listen and anticipate guests needs and wants and use suggestive selling techniques where appropriate to better fulfill guest requests.
10. Ensure that wine orders meet alcohol compliance guidelines and limits as applicable per each state.
11. Possess general understanding of the wine making process and Biltmore Wine
portfolio.
12. Work collaboratively with the E-Commerce and Fulfillment Teams and Reservation Sales Teams as partners to ensure a seamless guest retail experience.
Qualifications:
1. High school diploma or equivalent. Additional education, training, and/or certification(s) preferred.
2. Minimum of one (1) year experience in retail sales or other similar guest service setting. The ideal candidate will have had previous experience working in a high end retail or e-commerce shopping environment.
3. Demonstrated commitment to providing world class internal and external guest service.
4. Ability to learn Biltmore's ticketing and reservations systems and acquire knowledge of the estate and the Asheville area and absorb training and apply it accurately on the job.
5. Ability to employ active listening skills required; should be familiar with and/or able to quickly learn suggestive selling techniques and best practices.
6. Solid computer skills; should be proficient in Microsoft Office, the internet, and able to quickly learn Biltmore's point of sale (POS), inventory tracking, and ticketing systems. Basic knowledge of Excel.
7. Excellent interpersonal and communication skills; must be able to clearly, concisely, and effectively convey information verbally and in writing.
8. Strong organizational and management skills with a keen attention to detail and quality; must be able to prioritize work effectively in a dynamic environment.
9. Must be proactive, able to take initiative, and able to exercise good judgment.
Physical Requirements:
1. Ability to sit for extended periods of time.
2. Ability to lift 10 pounds occasionally.
3. Ability to visually identify products, color recognition, and distinguishing features.