Ambassador

About Realm Cellars

In 2012, Scott Becker set out to revive a nearly bankrupt brand with an audacious vision: to become one of the iconic wines of Napa Valley’s next generation. Realm 2.0 began as a virtual winery with no vineyards, and within a decade transformed into a collection of three winegrowing estates with 75 acres planted across Napa Valley — Realm Farella in Coombsville, Realm Moonracer in the Stags Leap District and Realm Houyi on Pritchard Hill. Today, the portfolio includes a dozen wines — each with its own story, all reflecting the diversity and greatness of Napa Valley.

Realm operates at the intersection of tradition and modernity, striking a dynamic balance between reverence for the land and an entrepreneurial spirit that fuels quality, innovation and stewardship. This “Silicon Valley meets Burgundy” ethos informs everything for Realm, from the vineyard to the cellar to the customer experience. Since 2012, Realm has earned recognition as one of Napa Valley’s most electrifying wine producers, garnering numerous 100-point reviews from leading critics and cultivating a global community of collectors. From startup roots to an established domaine, Realm represents one of the defining success stories of Napa Valley’s modern era. The best is yet to come!

Essential Purpose

Shepherding a new era for Napa Valley, Realm is powered by a team of innovators and practical dreamers, redefining how we consume, engage, and invest in wine. It is a fast-paced, entrepreneurial business that never rests on its laurels and challenges itself to achieve even higher levels of wine quality, excellence, and greatness. This role has been created to acknowledge a new stage for Realm Cellars. The ideal candidate for this role has the unique opportunity to join a leading-edge wine company with a formidable track record for success. Realm has an ambitious vision, purpose, and growth strategy, as well as an extremely motivated team.

The team at Realm Cellars is looking for someone who:

• Can set new service, client interaction, and wine education standards.
• Can deepen the relationship with our existing clients and create relationships with new ones on Realm’s behalf.
• Seeks to become an expert in the field of luxury wine and the broader field of elevated customer service.
• Aim to understand the luxury wine space, including how to create enduring connections and meaningful, personalized experiences for consumers spanning generations.
• Is a self-motivated and goal-oriented individual who thrives in independent and collaborative working environments.
• Cultivates professional and productive working relationships with our team members, vendors, and other key partners on behalf of Realm.
• Manages tasks with a sense of urgency and a high level of attention to detail.
• Will utilize good judgment, creative problem-solving, and skilled conflict resolution skills when overseeing guest experiences.
• Is genuinely personable, highly professional, and has excellent verbal and written communication skills.
• Is open to ideas, collaboration, and two-way feedback.

Primary Responsibilities

• Provide high-touch guest experiences, giving each guest more than they expect while supporting an effective operation. Execute the service standard and client experience that matches Realm’s ethos and values while taking the initiative to continue improving.
• Execute daily operations with internal systems regarding reservations, customer relationship management, wine sales, inventory, and record-keeping.
• Communicate with cross-functional teams using Salesforce, Outlook, and Slack.
• Support Realm X reservations by answering customer inquiries and cross-communication with the Sales and Marketing team.
• Recognize reservation system errors and escalate to team members for troubleshooting and solutions.
• Maintain accurate customer data and document all customer service activities and discussions in the CRM and other applicable platforms.
• Collect and share valuable member and guest feedback in Slack with the supervisor and broader team.
• Communicate cross-functionally with Sales and Marketing team members and all other departments.
• Execute outreach to guests and referral sources, then report/post for the team to review and discuss.
• Continuously fine-tune customer service procedures.
• Ability to effectively execute daily operations seamlessly and member engagement pre-, during, and post-visit.

Qualifications

• Ability to work Wednesday - Sunday (Monday and Tuesdays off).
• Although primarily working from Realm North (Calistoga), this role will work from Realm Moonracer (Napa) and Realm Houyi (St. Helena) from time to time.
• Strong attention to detail.
• Outstanding written and verbal communication skills.
• 3+ years of proven experience in a customer service or sales position. Wine industry experience is preferred but not required.
• Bachelor’s degree or equivalent work experience.
• Proficiency in Microsoft Office and CRM databases, preferably with Salesforce experience.
• Strong understanding of and experience utilizing effective customer service methods.
• Excellent interpersonal and cross-functional skills.
• Outstanding organizational ability.
• Demonstrated passion for and knowledge of outstanding customer service.
• Fluency in Microsoft Office (Word, Excel, Outlook) and Salesforce a plus.
• Professional appearance and demeanor.
• Ability to work a flexible schedule with extended hours as required during peak season demand.

Physical Requirements

• Must be at least 21 years of age.
• Full-body mobility: The ability to stand, walk, sit, reach, raise hands above the head, climb stairs, kneel, crouch, talk, hear, and accurately taste and smell.
• Must be able to lift 40 lbs. safely.
• Hearing ability adequate to effectively communicate with co-workers and customers.
• Able to work indoors and outdoors.
• Can sustain extended periods of standing or walking on concrete floors.

Benefits: We offer competitive compensation and benefits including medical (Kaiser or Blue Shield), dental, vision, FSA, 401k, paid time off, paid holidays, health reimbursement, and educational reimbursement.

How to Apply: If this role aligns with what you are looking for and you meet the position requirements, we'd like to hear from you. Please include your current resume and a cover letter.