INTERNAL JOB POSTING ALERT

POST DATE: 2/05/2024 END DATE: 2/19/2024

POSITION SUMMARY:

The Concierge Phones Coordinator will be the first line of contact for Concierge customers as orders flow through supply chain resulting in an optimal experience for WSI clients.

PRIMARY FUNCTIONS:

• Handle all incoming calls to the Concierge Dept. providing general information and high-level order details.
• Excellent organization, time management and detail-oriented skills are a must for this position.
• Perform all scheduling functions in a high-volume environment for all WSI product brands.
• Ensuring the proper execution of daily scheduling needs of multiple customer orders
• Apply one call resolution for our customers, utilizing our team database and Knowledge Base to support incoming inquiries.
• Confirming customer delivery windows utilizing various WMS as well as updating customer contact information
• When scheduling, research customer inquiries and provide resolution within established time frames.
• 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

MINIMUM QUALIFICATIONS:

• High School diploma or equivalent
• Excellent attendance and willingness to be part of a team – performing whatever duties are necessary
• 1 year of direct Customer Service experience
• MS Office Proficient: Outlook & Word – Basic to Intermediate; Excel – Intermediate skills required.
• Must possess professional phone etiquette, soft skills, and effective communication for all calls.
• 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 needed.

Important Facts:

• This is a Full-Time, non-exempt position requiring 40 hours a week
• Growth opportunity can occur within the department or outside of the department as WSI provides an array of lateral and promotional opportunities based on transferable skills and previous experience. 

Technology Requirements Overview:

In order to work from home, our agents must have their own full-size or all-in-one desktop personal computer, or a traditional laptop personal computer that meets the minimum specifications listed in the sections below.

Devices not acceptable:

Tablet-based/convertible personal computers (i.e. – Microsoft Surface, Surface Book), Chromebooks, Steam Decks and mobile phones (unless needed for two-factor authentication) are not acceptable.

Operating Systems:

• 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 12 or newer 

What if I have an Education or Enterprise edition of Windows?

Education and Enterprise editions are not licensed for individual use (these licenses would be owned by a larger organization) and are therefore not suitable for independent contractor use.

What if I am using a Windows Insider version of Windows?

Versions of Windows provided via the Windows Insider program are not considered stable versions of Windows, and are therefore not suitable for production use. Support will only be provided on stable, main release versions of Windows.

What if I am using an older version of Windows?

We do not support Windows 95, 98, ME, 2000, XP, Vista, Windows 7, Windows 8 or Windows 8.1.

What kind of software do I need?

A PC that is fully updated with all current windows AND all optional updates, as these are device specific for your system and can affect Audio and other performance if not updated.

What antivirus protection do I need?

You must have an anti-virus program running on your computer. Microsoft Defender is sufficient and already installed on most Windows based computers.

Web Browser:

Our systems work best using Google Chrome. Other browsers may not work. If this is the case, we will ask you to install Chrome.

Random Access Memory (RAM):

• 6 GB RAM or higher

  • Some computers may have 8 GB of RAM installed but the actual amount may report as less. Please contact your computer manufacturer

• We recommend 8 GB ram or higher to support the work environment.

Internal Storage:

You must have enough free space available to both install needed systems and run these systems effectively.

Display/Monitor:

Minimum Optimal Screen Resolution:

• 1440 pixels by 900 pixels OR 1280 pixels by 1024 pixels
  • You may encounter issues with client software with displays/monitors running below these screen resolutions
• Recommended Screen Resolution: 1920 pixels by 1080 pixels (“Full HD”) or higher

Devices and peripherals needed:

• External mouse* (wired preferred)
• Keyboard (wired preferred)
• Webcam (will be utilized for Training and meetings) 
• USB headset* (wired required – wireless/Bluetooth headsets NOT acceptable)
  • “Unified Communications” type headset
  • “Gaming” headsets if they meet requirements
  • We highly recommend you have the following headsets for best results during your employment. 
    • Plantronics Blackwire 3210/3220
    • Jabra Evolve 20 UC
    • Other recommendations will be included in the system requirements documentation provided later in the process
  • Headset models NOT supported
    • MPOW 
    • Cyber Acoustics
    • Logitech H390 (with windows 11 based computers) 

*We do not recommend using built-in laptop trackpads

Your system’s internet speed will be tested using our System Checker during the pre-hire process and throughout employment as needed. If you choose, you may examine your speeds at http://speedof.me , however that will not be an official evaluation of your connection. Internet based speed tests measure speeds to your residence, and may not be indicative of actual speeds to your computer.
If selected for an interview, the recruiting team is committed to contact you within 5-7 business days for next steps. 
TO APPLY: Interested candidates should complete the application through the internal job board. It is a requirement that any associate applying for this position be meeting or exceeding all essential functions, and may not have received any level of progressive counseling greater than a verbal warning within the past six months. Applicants must have the minimum required work experience for the position, as stated in the job posting.Have questions? Feel free to reach out to the Recruiting team - CCRecruiting@wsgc.com

APPLICANTS MUST MEET ALL ESSENTIAL FUNCTIONS