Customer Service Representative

Williams-Sonoma, Inc. is a multi-channel specialty retailer of high quality products for the home. They are seeking a Customer Service Representative to serve as the first point of contact for customer inquiries, providing solutions and ensuring customer satisfaction in a fast-paced environment.

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:

• 1+ year experience in customer service (retail, call center, or hospitality preferred)
• 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
• Full-size or all-in-one desktop personal computer, or a traditional laptop personal computer that meets the minimum specifications
• 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 13 or newer
• A PC that is fully updated with all current windows AND all optional updates
• Must have an anti-virus program running on your computer
• Our systems work best using Google Chrome
• 6 GB RAM or higher, but we recommend 8GB or higher to support the work environment
• Must have enough free space available to both install needed systems and run these systems effectively
• Minimum Optimal Screen Resolution: 1920 x 1080
• External mouse (wired preferred)
• Keyboard (wired preferred)
• Webcam (will be utilized for Training and meetings)
• USB headset (wired required – wireless/Bluetooth headsets NOT acceptable)