Customer Experience Specialist

Firestone Walker Brewing Company began as a small brewery with roots in the wine country on California’s Central Coast.
Now a regional craft brewery, our singular purpose remains – to craft the world’s best beers.
Passionately in pursuit of the perfect beer… and never satisfied.
JOB SUMMARY: Firestone Walker seeks a Customer Experience Specialist to join our dynamic Marketing team.
The Customer Experience Specialist will be responsible for coordinating FWBC’s customer service efforts, community donation programs, and company special events.
The goal is to deliver superior customer service and actively promote the engagement of our company within our customer base and community.
The ideal candidate should possess excellent communication, networking, and organizational skills coupled with a passion for learning about the craft beer industry.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES: Specifically, the responsibilities of the position include, but are not limited to, the following activities: Manage day-to-day Firestone Walker customer service platform to engage with and resolve customer communications.
Coordinate donations for non-profit organizations in all three of the communities (Paso Robles, Santa Ynez Valley, and Santa Monica).
Maintain a database of critical local partnerships from local government/community groups to key cause-related institutions.
Coordinating pick-ups or drop-offs of donations, programs, and partnerships.
Responsible for advocating for our customers both internally & externally, ensuring that all customer needs are met, and FWBC’s brand values and mission are delivered in all communication touchpoints.
Work with business divisions from Sales, Production, and Marketing to communicate and resolve customer needs and develop strategies to improve processes to ensure Firestone Walker delivers a superior customer experience in all areas of the business.
Work with our Digital Marketing team to manage various social media platforms customer service comments and questions.
Assist Executive Assistant in the coordination of executive team needs as well as internal company events and travel.
Ensure that hours are entered in the timekeeping system and approved by deadlines.
Weekly report to Executive Assistant on ongoing customer service issues that need to be addressed on a larger scale.
Additional duties as assigned.
REQUIRED QUALIFICATIONS: Must be at least 21 years of age Degree or experience in marketing, experience industry, business, or a related field Cicerone Certified Beer Server certificate or ability to obtain certification within one year of employment LEAD training for the State of California or ability to obtain certification within one year of employment Valid Driver's License Must be able to obtain California Responsible Beverage Service certification within 60 days of hire Exceptional organizational skills and the ability to work independently to manage multiple tasks in a fast-paced environment Exceptional communication skills to communicate ideas and issues across various departments within Firestone Walker Exceptional networking/relationship building skills with local community partners and nonprofit entities Enthusiastic and engaging attitude Forward thinker, who seeks new opportunities and looks for creative solutions to problems Proficient in Microsoft Office suite of programs Knowledge and proficiency in social media outlets and websites Passion for Firestone Walker, Cali Squeeze & 805 Brands Volunteer Experience Preferred What Firestone Walker Offers: An excellent benefits package including: Competitive salary commensurate with experience and knowledge Base Salary: $20.
00-22.
00/hour 100% paid premiums for employee including medical, dental, vision, & life insurance Accrued PTO (rate of 13 days per year) Accrued Sick Leave (1 hour for every 30 hours worked) 401(k) retirement plan including company paid profit sharing & 4% safe-harbor matching 10 paid holidays per year 50% off employee discount on food, beer, and merchandise Periodic beer giveaways for employees 21+ FSA plan to save tax money on out of pocket medical and dependent care expenses Inclusive company culture that values and develops our employees Please submit your resume with your work experience when applying.
Firestone Walker is an Equal Opportunity Employer.