Customer Service Representative II

Williams-Sonoma • Arlington, TX

1d • Onsite

About The Position

The Customer Service Representative II is responsible for ensuring the proper execution of daily dispatch needs of multiple customer orders, resolve all on-the-road customer service issues, assist customer service agents in resolving escalated issues, assist in special projects and apply one stop resolution for customers who bring forth issues via phone or internal communication databases. The Customer Service Representative II position is located in Arlington, TX . You'll be excited about this opportunity because you will .... Perform all dispatching functions in a high-volume environment for all WSI product brands; supports multiple HUB Operations in different regions within the WSI Supply Chain Organization Research delayed orders utilizing Manhattan warehouse management system and intranet based WSI systems. Resolve issues involving; damaged furniture, delayed deliveries, timeframe requests, in-transit, or lost product Handle dedicated email lines within 24-48 hours of receiving the escalation Provide support on special projects as assigned by the Customer Service Manager; including, handling overflow call volume as needed to meet business needs Handle all inbound call volume that come through the inbound dispatch/customer service phone line Enter all customer service issues on daily tracker; providing analysis and follow up details to then Customer Service Manager Meet or exceed HUB scorecard metrics as established by customer service management. Metrics include after call work, service, cost, quality and one call resolution Provide, friendly, supportive, and constructive assistance to all HUB customer service agents Issue replacements return authorizations and credits as needed

Requirements

• High School Diploma or Equivalent
• At least 6 months – 1 year call center experience
• At least 1 - 2 years of customer service experience
• This is an onsite and in office role
• Comfortable speaking with customers via phone
• Demonstrate problem solving skills in planning and prioritizing assigned tasks; adhere to completing customer inquiries within established time frames.
• Experience with in-home furniture delivery
• Great multitasking skills
• Strong computer skills
• Intermediate to Advance Microsoft Office Knowledge (Microsoft Excel, Word, and Outlook)
• Knowledge of basic math (addition and subtraction)
• Excellent communication skills (verbal and written)
• Available to work overtime and flexible schedules
• Ability to work with minimal supervision
• Basic understanding of furniture terminology

Nice To Haves

• Warehouse experience and/or knowledge of warehouse processes, specifically in a Final Mile operation.
• Demonstrated customer service experience in the furniture or home furnishings environment, supporting customers through product selection, order management, delivery coordination, and issue resolution.
• Bilingual is a plus – English/Spanish

Responsibilities

• Perform all dispatching functions in a high-volume environment for all WSI product brands; supports multiple HUB Operations in different regions within the WSI Supply Chain Organization
• Research delayed orders utilizing Manhattan warehouse management system and intranet based WSI systems.
• Resolve issues involving; damaged furniture, delayed deliveries, timeframe requests, in-transit, or lost product
• Handle dedicated email lines within 24-48 hours of receiving the escalation
• Provide support on special projects as assigned by the Customer Service Manager; including, handling overflow call volume as needed to meet business needs
• Handle all inbound call volume that come through the inbound dispatch/customer service phone line
• Enter all customer service issues on daily tracker; providing analysis and follow up details to then Customer Service Manager
• Meet or exceed HUB scorecard metrics as established by customer service management. Metrics include after call work, service, cost, quality and one call resolution
• Provide, friendly, supportive, and constructive assistance to all HUB customer service agents
• Issue replacements return authorizations and credits as needed

Benefits

• Generous discount on all Williams-Sonoma, Inc. brand products
• 401(k) plan and other investment opportunities
• Paid vacations, Employee Assistance Programs, Time Off to Volunteer, Matching Gifts Community Service Program, and Holidays (in some locations)
• Health benefits, dental and vision insurance, including same-sex domestic partner benefits, Legal and Identity Protection Plans and Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees