POSITION: Senior Lead - Concierge - Seasonal

LOCATION: All Sites 

DEPARTMENT: Furniture

SALARY GRADE: 6 (Formerly pay grade 9)

REPORTS TO: Floor Supervisor

Job Description: Why you and why us?

As a Concierge - Senior Lead, you would be responsible for providing guidance to our Concierge Baby associates as they handle customer service orders, and you will provide coaching and feedback to associates as needed. You will be responsible for resolving complex customer service issues that may have escalated to a Leadership level.

Job Duties: Your day to day

• Solve the problem efficiently: Quick with quality

• Make it personal: Take ownership

• Inspire customer loyalty: Give them a reason to come back

• Listen Carefully: Be attentive

• Empathize and show effort: Because we care

Develop a People First culture that allows associates to grow and succeed.

Essential Functions: The nuts and bolts

• Strong Organization, Time Management and Detail Oriented Skills are a must for this position
• Track New HPO report and ensure upstream/downstream emails are hitting established SLA’s
• Handle all incoming calls to the Concierge Dept. providing general information and high-level order details.
• Apply one call resolution for our customers, utilizing our team database and Knowledge Base to support incoming inquiries.
• Monitor metrics, highlighting issues with Operations Management in real time from all email distros
• Confirming customer delivery windows utilizing various WMS as well as updating customer contact information
• As the primary handler of escalations, you will keep track and apply one call resolution in support of Ops. Manager as you provide the updates
• Research all customer escalations and provide resolution within established timeframes
• Audit the releasing of RP orders, monitor consolidation flow, and Front Door Delivery reports daily
• Supports multiple HUB Operations in different regions within the Supply Chain Operations
• Audit and keep proper handling of all tracking and customer communications within assigned SLA’s
• Work assigned tasks including tracker building, escalation resolution, and proper handling of data/information.
• Support and assist with Special Projects as assigned, including handle overflow coverage as needed
• Handle all pre and post deliveries in a timely manner
• Keep work area safe, organized, and clean according to general office practices and OSHA requirements daily
• Utilize Williams-Sonoma's Mission, Vision, and Values to govern daily activities while maintaining required accuracy percentages, metrics, and quality standards
• Other duties as deemed necessary by Leadership

Qualifications: What you need to apply

• 1-year combined work experience and demonstrated knowledge of all systems (i.e. HubWm, SanFran, PKMS, CCUI, etc.), or other equivalent systems
• Excellent attendance and willingness to be part of a team – performing whatever duties are necessary
• MS Office Proficient: Outlook & Word – Basic to Intermediate; Excel – Basic to Intermediate skills required
• Ability to multitask using multiple systems to achieve one customer call resolution
• Acquired/Demonstrated WSI product knowledge for all Brands
• Strong written and verbal communication skills necessary
• Positive attitude, strong work ethic, ability to work under pressure, self-starter, and a fast learner
• Flexible work schedule and available to work overtime as needed
• Excellent phone etiquette

Important Facts:

• This is a Seasonal, Full-Time, non-exempt level position requiring a 40-hour schedule
• Hours and schedule - TBD
• Must complete a talent assessment for consideration

TO APPLY: Interested candidates should complete the application through the internal job board. It is a requirement that any associate applying for this position be meeting or exceeding all essential functions, and may not have received any level of progressive counseling greater than a verbal warning within the past six months. Applicants must have the minimum required work experience for the position, as stated in the job posting.


Have questions? Feel free to reach out to the Recruiting team - CCRecruiting@wsgc.com
 

APPLICANTS MUST MEET ALL ESSENTIAL FUNCTION