Customer Support Representative

Customer Support Representative

The Customer Support Representative position is located in Arlington, TX. You'll be excited about this opportunity because you will:

• Serve as first line of support for escalated inbound and outbound calls
• Ensuring the proper execution of daily scheduling needs of multiple customer orders
• Apply one call resolution for customer escalated matters and support dedicated customer email boxes
• Perform all scheduling functions in a high-volume environment for all WSI product brands
• Support multiple HUB Operations in different regions within the Supply Chain Operations
• Confirming customer delivery windows utilizing HubWm and PKMS systems as well as updating customer contact information
• Handle dedicated email lines within 24-48 hours of escalation
• Research customer inquiries and provide resolution within established timeframes
• Support and assist with Special Projects as assigned, including handle overflow coverage as needed
• Handle large call volume daily while maintaining quality focus on each call
• Meet or exceed HUB Scorecard metrics as established by CS Manager and department KPIs
• Keep work area safe, organized and clean according to general office practices and OSHA requirements daily
• Utilize Williams-Sonoma's Mission, Vision, and Values to govern daily activities while maintaining required accuracy percentages, metrics, and quality standards
• Other duties as deemed necessary

Check out some of the required qualifications we are looking for in amazing candidates.

• High School Diploma or Equivalent
• At least 6 months of experience of prior customer service or call center experience
• At least 6 months combined work experience and demonstrated knowledge of all systems (i.e. HubWm, SanFran, PKMS, CCUI, etc.), or other equivalent systems
• This is an onsite and in office role
• MS Office Proficient: Outlook & Word Basic to Intermediate; Excel Intermediate to Advanced Skills required
• Ability to multitask using multiple systems to achieve one-in customer call resolution
• Acquired/Demonstrated WSI product knowledge for all Brands
• Strong written and verbal communication skills necessary
• Positive attitude, strong work ethic, ability to work under pressure, and be a fast learner
• Flexible to work overtime as required

Review these physical requirements, as they play a major part in this role.

• Must be able to walk, stand, bend, and lift throughout the day
• Able to use computer for an extended period of time
• Comfortable sitting 90% of the day

Our company benefits are second to none in the industry.

• 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
• For more information on our benefits offers, please visit MyWSIBenefits.com
• To learn more about our Supply Chain culture and regional associate events, please visit: (Login credentials may be required)

EOE