Customer Service Representative II

Williams-Sonoma•Arlington, TX

5d•Onsite

About The Position

The Customer Service Representative II ensures the proper execution of daily dispatch needs for multiple customer orders, resolves on-the-road customer service issues, assists customer service agents with escalated issues, and provides one-stop resolution for customers contacting the team by phone or internal communication databases. The role also supports special projects and overflow call volume as needed. This is an onsite, in-office position located in Arlington, Texas. The representative dispatches orders for all WSI product brands across multiple HUB operations, researches delayed orders using the Manhattan warehouse management system and WSI intranet systems, and resolves issues involving damaged furniture, delayed deliveries, delivery timeframes, in-transit orders, and lost products. The role handles dedicated escalation email lines within 24–48 hours, responds to inbound dispatch and customer service calls, records issues and follow-up details on a daily tracker, and meets or exceeds customer service scorecard metrics. It also provides constructive support to HUB customer service agents and issues replacements, return authorizations, and credits as needed.

Requirements

High school diploma or equivalent.
At least 6 months to 1 year of call center experience.
At least 1 to 2 years of customer service experience.
Comfort speaking with customers by phone.
Demonstrated problem-solving skills, including planning and prioritizing assigned tasks and completing customer inquiries within established timeframes.
Experience with in-home furniture delivery.
Strong multitasking skills.
Strong computer skills.
Intermediate to advanced knowledge of Microsoft Office, including Excel, Word, and Outlook.
Knowledge of basic addition and subtraction.
Excellent verbal and written communication skills.
Availability to work overtime and flexible schedules.
Ability to work with minimal supervision.
Basic understanding of furniture terminology.

Nice To Haves

Warehouse experience or knowledge of warehouse processes, especially in a Final Mile operation.
Customer service experience in furniture or home furnishings, supporting customers with product selection, order management, delivery coordination, and issue resolution.
Bilingual English/Spanish ability.

Responsibilities

Perform dispatching functions in a high-volume environment for all WSI product brands, supporting multiple HUB operations in different regions.
Research delayed orders using the Manhattan warehouse management system and WSI intranet systems.
Resolve issues involving damaged furniture, delayed deliveries, timeframe requests, in-transit orders, and lost products.
Handle dedicated email lines within 24–48 hours of receiving an escalation.
Support special projects assigned by the Customer Service Manager, including handling overflow call volume as needed.
Handle inbound calls through the inbound dispatch/customer service phone line.
Enter customer service issues on the daily tracker and provide analysis and follow-up details to the Customer Service Manager.
Meet or exceed HUB scorecard metrics for after-call work, service, cost, quality, and one-call resolution.
Provide friendly, supportive, and constructive assistance to HUB customer service agents.
Issue replacements, return authorizations, and credits as needed.