E-Commerce Sales Agent - Seasonal

BWM Biltmore Workforce Management; Asheville (NC); On-site; USD 21,000 - 30,000; Full time

Job summary

The E-Commerce Sales Agent at Biltmore Estate is responsible for delivering a world-class shopping experience for guests on biltmoreshop.com, by phone, and via email. The role actively upsells, assists with product selections, and ensures orders meet compliance requirements for shipping.

This seasonal position ends around January 13, 2027. Schedule typically includes 1 day a week 10am-4pm and 2-3 days a week with 4-hour shifts, based on business needs.

Qualifications

• High school diploma or equivalent. Additional education, training, and/or certification(s) preferred.
• Minimum of one year experience in retail sales or guest service; experience in high-end retail or e-commerce is a plus.
• Commitment to world-class guest service.
• Able to learn ticketing and reservations systems and know the Asheville area.
• Active listening and suggestive selling skills.
• Proficient in Microsoft Office, Internet; quick to learn POS, inventory, and ticketing systems; basic Excel.
• Excellent interpersonal and communication skills; able to convey information clearly.
• Strong organizational skills and attention to detail; prioritize in a dynamic environment.
• Proactive, takes initiative, and exercises good judgment.

Responsibilities

• Respond to customer emails and phone calls in a timely and gracious manner.
• Process new sales, cancellations, address changes, shipment tracking, and other needs accurately.
• Resolve guest service issues professionally and enthusiastically.
• Upsell and cross-sell wines and merchandise.
• Request inventory from Estate shops as needed.
• Engage in outbound communications with customers.
• Meet or exceed monthly department goals and performance standards.
• Provide information and assistance on tickets/passes, activities, products, services, accommodations, and events.
• Listen to and anticipate guest needs; use suggestive selling to fulfill requests.
• Ensure wine orders meet alcohol compliance guidelines per state.
• Understand wine making process and Biltmore Wine portfolio.
• Work with E-Commerce, Fulfillment, and Reservation Sales teams to ensure a seamless guest experience.

Skills

Guest service

Active listening

Suggestive selling

Communication

Organizational skills

Proactive

Team collaboration

Education

High school diploma or equivalent

Tools

POS system

Excel

Microsoft Office

Inventory software

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. This position is Seasonal and is expected to end on or around January 13, 2027. Schedule can vary based on business needs but is generally 1 day a week from 10am-4pm and 2-3 days a week working a 4 hour shift based on the current needs.

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.

Biltmore is interested in people who strive for excellence; who are committed to working together, supporting each other, and sharing a sense of stewardship to protect this special place. Our employees shape and enrich extraordinary experiences for guests, using judgment and skills based on our Vanderbilt-inspired legacy of hospitality. We invite you to join our dedicated team.

An offer of employment is conditional upon the result of a security background check, reference checks, and—for certain positions—a drug screen, a physical examination, credit report, and/or driving record report prior to the commencement of employment.