Customer Service Representative

Williams-Sonoma, Inc. is a multi-channel specialty retailer of high-quality products for the home, and they are seeking Customer Service Representatives. The role involves providing customer-focused support, resolving inquiries, and maintaining high service standards.

Responsibilities:

• Serve as the first point of contact for customer inquiries via phone
• Actively listen to customer concerns and provide clear, accurate, and empathetic resolutions
• Handle escalations with professionalism, ensuring a smooth resolution process
• Apply critical thinking to troubleshoot issues and offer appropriate solutions
• Approve adjustments, returns, or other resolutions within established guidelines
• Follow up with customers to ensure complete satisfaction and issue solutions
• Uphold company values by providing honest, ethical, and transparent support
• Maintain confidentiality of customer data and company policies
• Stay informed about product updates, policies, and procedures to provide accurate information
• Work closely with team members and leadership to improve service processes
• Participate in ongoing training to enhance skills and stay ahead in customer service excellence
• Provide feedback to improve company policies and customer experience strategies

Requirements:

• Strong communication skills - Ability to de-escalate and resolve issues professionally
• Problem-solving mindset - You think fast and adapt quickly
• Integrity and reliability - You do the right thing, even when no one is watching
• Comfortable working in a fast-paced environment with performance goals
• Tech-savvy - Ability to navigate multiple systems and multitask efficiently
• You must provide your own qualifying equipment and reliable internet connection
• Desktop, all-in-one computer or traditional laptop
• Windows 11 Home, Windows 11 Pro or Windows 11 Pro for Workstations
• Minimum 6 GB of RAM; 8 GB or more recommended
• Minimum screen resolution of 1920 × 1080
• Google Chrome
• Current antivirus protection
• Enough available storage to install required systems
• Windows 10 and older operating systems are not supported. Windows Education, Enterprise and Insider editions are also not supported
• Chromebooks, tablets, Microsoft Surface devices, Steam Decks and mobile phones are not accepted as primary work devices
• External mouse
• Keyboard
• Webcam
• Wired USB headset
• Wireless and Bluetooth headsets are not supported. Recommended models include the Jabra Evolve 20 UC and Logitech H390
• Your computer and internet connection must pass our pre-employment System Checker
• 1+ years of customer service experience (retail, call center, or hospitality preferred)