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Openings >> Customer Service Concierge Representative
Customer Service Concierge Representative
Summary
Title:Customer Service Concierge Representative
ID:225779
Locations:All sites
Description

Williams-Sonoma Inc. 

  Customer Service Representatives – Work from Home!
Now hiring seasonal full-time staff until November 2024

 

Applicants must reside from: Florida

 

Why you and why us?

Who are our Customer Service Representatives? They are people who truly care about creating a seamless experience for our customers. Agents are trained in taking calls to assist customers with anything from placing orders and facilitating returns, to locating products and scheduling deliveries for all of our Williams-Sonoma brands. If you consider yourself a blend of determination with a heart of gold, THIS.IS.YOUR.OPPORTUNITY. 

What Benefits do you offer?

  • 40% Discount on most merchandise!
  • Fun contests / rewards and recognition programs
  • Paid Training from the comfort of your home
  • Internal conversion and promotional opportunities. Based on position requirements and tenure, this can occur within the first 60 days if interested
  • Pay = $16.00/hr - $16.50/hr *compensation may differ due to individual state wage requirements*


POSITION SUMMARY:

The outbound Tracker Agent will be the follow up service provider for customers in need of order status updates. This agent will perform these duties with white-glove service and will manage a high volume of cases at once.

 

PRIMARY FUNCTIONS:

  • Manage between 100-150 outbound orders for customers in need of delivery updates and change requests.
  • Excellent organization, time management and detail-oriented skills are a must for this position.
  • Perform all scheduling functions in a high-volume environment for all WSI product brands.
  • Ensuring the proper execution of daily scheduling needs of multiple customer orders
  • Apply one call resolution for our customers, utilizing our team database and Knowledge Base to support incoming inquiries.
  • Confirming customer delivery windows utilizing various WMS as well as updating customer contact information
  • When scheduling, research customer inquiries and provide resolution within established timeframes.
  • 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

MINIMUM QUALIFICATIONS:
  • Excellent phone etiquette
  • High School diploma or equivalent
  • Excellent attendance and willingness to be part of a team – performing whatever duties are necessary
  • 6 months of prior customer service or call center experience
  • 6 months combined work experience and demonstrated knowledge of all systems (i.e. HubWm, SanFran, PKMS, CCUI, etc.), or other equivalent systems.
  • MS Office Proficient: Outlook & Word – Basic to Intermediate; Excel – Basic to Intermediate skills required.
  • Must possess professional phone etiquette, soft skills, and effective communication for all calls.
  • Ability to multitask using multiple systems to achieve one-in 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, and be a fast learner
  • Flexible to work overtime as needed.


Important Facts:

  • This is a Full-Time, non-exempt position requiring 40 hours a week
  • Growth opportunity can occur within the department or outside of the department as WSI provides an array of lateral and promotional opportunities based on transferable skills and previous experience.
 
Technology Requirements Overview:

In order to work from home, our agents must have their own full-size or all-in-one desktop personal computer, or a traditional laptop personal computer that meets the minimum specifications listed in the sections below.

Devices not acceptable:

Tablet-based/convertible personal computers (i.e. – Microsoft Surface, Surface Book), Chromebooks, Steam Decks and mobile phones (unless needed for two-factor authentication) are not acceptable.

Operating Systems:

  • Windows 10 Home, Windows 10 Pro, or Windows 10 Pro for Workstations
  • Windows 11 Home, Windows 11 Pro, or Windows 11 Pro for Workstations
  • Mac IOS 12 or newer 

What if I have an Education or Enterprise edition of Windows?

Education and Enterprise editions are not licensed for individual use (these licenses would be owned by a larger organization).

What if I am using a Windows Insider version of Windows?

Versions of Windows provided via the Windows Insider program are not considered stable versions of Windows, and are therefore not suitable for production use. Support will only be provided on stable, main release versions of Windows.

What if I am using an older version of Windows?

We do not support Windows 95, 98, ME, 2000, XP, Vista, Windows 7, Windows 8 or Windows 8.1.

What kind of software do I need?

A PC that is fully updated with all current windows AND all optional updates, as these are device specific for  your system and can affect Audio and other performance if not updated.

What antivirus protection do I need?

You must have an anti-virus program running on your computer.  Microsoft Defender is sufficient and already installed on most Windows based computers.

Web Browser:

Our systems work best using Google Chrome.  Other browsers may not work.  If this is the case, we will ask you to install Chrome.

Processor:

Random Access Memory (RAM):

  • 6 GB RAM or higher, but we recommend 8GM or higher to support the work environment.

Internal Storage:

You must have enough free space available to both install needed systems and run these systems effectively.

Display/Monitor:

Minimum Optimal Screen Resolution:

  • 1920x1080

Devices and peripherals needed:

  • External mouse* (wired preferred)
  • Keyboard (wired preferred)
  • Webcam (will be utilized for Training and meetings) 
  • USB headset* (wired required – wireless/Bluetooth headsets NOT acceptable)
    • “Unified Communications” type headset
    • “Gaming” headsets if they meet requirements
    • We highly recommend you have the following headsets for best results during your employment. 
      • Plantronics Blackwire 3210/3220
      • Jabra Evolve 20 UC
      • Other recommendations will be included in the system requirements documentation provided later in the process
    • Headset models NOT supported
      • MPOW 
      • Cyber Acoustics
      • Logitech H390 (with windows 11 based computers) 
      • NUBOW
 

*We do not recommend using built-in laptop trackpads

Your system’s internet speed will be tested using our System Checker during the pre-hire process and throughout employment as needed. If you choose, you may examine your speeds at http://speedof.me , however that will not be an official evaluation of your connection. Internet based speed tests measure speeds to your residence, and may not be indicative of actual speeds to your computer.
 

 


 

 

 

 

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