Seasonal E-Commerce Sales & Guest Experience Agent

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 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.