Customer Service Representative

Williams-Sonoma Customer Care Centers•Baltimore, MD

23d•Remote

About The Position

Williams-Sonoma Inc. is seeking Customer Service Representatives for part-time availability. This role is ideal for individuals who love helping people, thrive in fast-paced environments, and want to work from home making a positive impact on customers' days. The ideal candidate brings positive energy, solves problems with confidence, and loves great products with even better discounts.

Requirements

1+ years of customer service experience (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
Must have own full-size or all-in-one desktop personal computer, or a traditional laptop personal computer that meets minimum specifications.
Operating Systems: Windows 11 Home, Windows 11 Pro, or Windows 11 Pro for Workstations; Mac IOS 13 or newer.
PC must be fully updated with all current Windows AND all optional updates.
Must have an anti-virus program running on your computer (Microsoft Defender is sufficient).
Web Browser: Google Chrome recommended.
Random Access Memory (RAM): 6 GB RAM or higher, recommend 8GB or higher.
Sufficient free internal storage space.
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).

Nice To Haves

External mouse (wired preferred)
Keyboard (wired preferred)
Webcam (will be utilized for Training and meetings)
USB headset (wired required – wireless/Bluetooth headsets NOT acceptable)
Jabra Evolve 20 UC headset
Logitech H390 headset

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.