Customer Service Representative

<b>Description</b><br><p><strong>Overview</strong></p><p>We are seeking a <strong>Senior Customer Service Representative</strong> who is fluent in <strong>English, Spanish, and Portuguese</strong> to join our high-performing team. This role is not your typical customer service position—it requires a proactive, sharp, and solutions-driven professional with operational expertise, negotiation acumen, and sales sensibility. You will be the first line of contact for high-profile clients, delivering an unparalleled experience while managing urgent, high-pressure requests with poise and efficiency.</p><p>The ideal candidate is a <strong>Level 3 Customer Service expert</strong>: someone who can independently resolve issues using all available resources and escalate only after thoroughly exhausting every possible solution. If you excel in unstructured environments, thrive under pressure, and love solving complex problems—this is the role for you.</p><p><br></p><p><strong>Key Responsibilities</strong></p><ul><li>Deliver outstanding, white-glove customer service to high-net-worth individuals, maintaining professionalism, discretion, and warmth.</li><li>Act as a point of escalation for complex issues, ensuring all avenues have been explored before involving C-level leadership.</li><li>Handle urgent, unpredictable client requests with speed, accuracy, and calm.</li><li>Own operational tasks end-to-end to ensure seamless project execution.</li><li>Negotiate with both clients and vendors to create customized solutions—even when outside of standard procedures.</li><li>Work cross-functionally with internal teams to coordinate and execute client deliverables.</li><li>Anticipate client needs and address potential issues before they arise.</li><li>Communicate confidently and effectively across all levels—clients, vendors, and internal teams.</li><li>Maintain a structured approach to work in an often fast-moving and dynamic environment.</li><li>Contribute ideas for continuous improvement of customer service strategies and operational workflows.</li></ul><p><br></p><p><strong>Why You Should Apply</strong></p><ul><li>Join a company that <strong>values intelligence, agility, and initiative</strong>.</li><li>Work closely with <strong>high-profile clients</strong> and sharpen your skills in high-end service delivery.</li><li>Be part of an organization where <strong>problem-solving, ownership, and innovation</strong> are not just buzzwords—they’re how we operate.</li><li>Grow within a team that trusts you to make important decisions and respects your ability to get things done.</li></ul><br> <b>Requirements</b><br><ul><li><strong>5+ years of experience</strong> in customer service and operations in high-touch, client-facing roles.</li><li>Experience working with <strong>high-net-worth clients</strong> or in luxury service environments.</li><li>Fluency in <strong>English, Spanish</strong> is required. <strong>Portuguese</strong> is a plus.</li><li>Strong <strong>problem-solving skills</strong> and the ability to think quickly and act independently in high-pressure situations.</li><li>Proven <strong>negotiation skills</strong> and experience managing complex, sensitive requests.</li><li>Excellent <strong>communication and interpersonal skills</strong>, with a professional demeanor under all circumstances.</li><li>Highly <strong>organized</strong>, detail-oriented, and capable of multitasking effectively.</li><li>Ability to work autonomously in a <strong>fast-paced, unstructured, and changing environment</strong>.</li><li>Proficiency with <strong>Google Workspace, PowerPoint, Slack, and Canva</strong>.</li></ul><p><strong>Desired but Not Required </strong></p><ul><li>Background in <strong>sales</strong>, especially in relationship-based or consultative selling contexts.</li><li>Familiarity with <strong>EOS/Traction</strong> (Entrepreneurial Operating System).</li><li>Experience with <strong>Salesforce or NetSuite</strong>.</li><li>Background in the <strong>winery, wine distribution, or luxury food &amp; beverage industry</strong>.</li></ul><p><strong></strong></p><br>