Member & Guest Services Representative

Cooper’s Hawk Winery & Restaurants is growing, and so is our wine club! Our Member and Guest Services team is the first point of contact for our valued wine club members and guests. Cooper’s Hawk is looking for a customer-service oriented, helpful, energetic Member and Guest Services Representative to support the team. Previous call center experience is a plus. The position primarily answers and directs phone calls from restaurant guests and wine club members, as well as restaurant staff from our 60+ locations.

While this position has the opportunity to work remotely, we would prefer candidates to work out of our Downers Grove office in a hybrid capacity.

• Answer all incoming calls and emails from guests, wine club members, and current restaurant team members
• Direct all incoming calls from guests or restaurants to the department requested
• Handle all wine club member and guest needs promptly and professionally
• Ensure wine club member information is correct in WINGS system
• Resolve any wine club member issues with memberships
• Process credit card payments for wine club members
• Process order requests for service and assistance with online or phone orders
• Coordinate shipments with guests and communicate with fulfillment team to ensure orders are processed
• Make outbound calls to wine club members
• Review and follow process all Cooper’s Hawk donation requests
• Answer donation inquiries via phone and email
• Use computer system to process replacement Wine Club Membership cards
• Complete special projects as assigned by Member & Guest Services team.

• Must represent Cooper’s Hawk values
• Candidates must be willing to work varying Monday–Sunday shifts within 8:00am and 10:00pm, with some holiday hours.
• 1 to 2 years of experience in a customer service/call center environment
• Excellent communication skills (written, verbal, as well as on the phone)
• Proficiency with Microsoft Office (Word, Excel, Outlook)
• Salesforce experience preferred (Not required)
• Customer service and solution‑oriented
• Strong attention to detail
• Strong time management skills
• Strong sense of urgency and ability to multitask
• Must be dependable and demonstrate a commitment to the team
• Must be flexible and willing to adjust priorities as situations change
• Willing to work 35–40 hours/week
• Possess an upbeat, positive, and fun‑loving attitude
• Restaurant industry experience a plus
• Experience processing donation requests a plus

$16.00 –18.00/hour

• Incredible Discounts:
  • Monthly Dining Allowance
  • 50% Dining and Carryout
  • 40% Retail Wine
  • 20% Retail and Private Events
• Monthly Complimentary Wine Tasting for Two
• Medical, Prescription, Dental, Vision Insurance plus Telemedicine and Wellness Program
• Company Matching 401(k) Retirement Savings Plan
• Flexible Savings Accounts
  - Health and Dependent Care
• Health Savings Account
• Long‑Term Disability;
  Voluntary Short‑Term Disability
• Basic Life and AD&D Insurance (with option to purchase additional coverage)
• Paid Parental Leave
• Highly Competitive Pay plus Team Member Incentives & Rewards
• Paid Time Off
• Milestones Recognition Program
• Complimentary Gym Membership in RSC Building

Cooper’s Hawk is an equal opportunity employer. All qualified applicants are considered for employment without regard to the person’s race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Cooper’s Hawk makes reasonable accommodations during all aspects of the employment process, including during the interview process.

The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. The Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.

Cooper’s Hawk features a Napa-style tasting room with wine-inspired retail for entertaining and a full‑service restaurant, bar and private event space, offering a modern‑yet‑casual dining experience. Each scratch‑kitchen menu item is designed to pair with our wines. Speaking of wine...the Cooper’s Hawk Wine Club is perhaps the largest in the world, offering not only top‑notch award‑winning wines but also exclusive Wine Club membership benefits, including curated dining and travel experiences.

Since 2005, we’ve brought the Napa Valley experience to our guests and Wine Club members, and now, with Piccolo Buco by Cooper’s Hawk, we’re bringing the vibrant flavors of Rome to them as well. Together, we’re creating a lifestyle brand like no other.