Customer Service Concierge

North Las Vegas, NV, USA|Onsite

Job Overview

Employment Type

Full-time

Hourly

Compensation

Hourly

Range $16.50 - $1.00

Work Schedule

Standard Hours

Flexible

Benefits

competitive pay

Recognition based incentives

Bonuses

Paid Time Off

vacation

sick pay

Medical insurance

Dental Insurance

Vision Insurance

401k

Employee Discounts

Job Description

Williams-Sonoma Inc. is a prominent American consumer retail company known for its high-quality home furnishings, cookware, and kitchenware. Established with a commitment to excellence and innovation, Williams-Sonoma Inc. operates through a network of specialty stores, catalogs, and e-commerce platforms featuring a suite of respected brands that cater to a broad customer base. The company is widely recognized for its dedication to customer satisfaction, product quality, and a cohesive shopping experience that aligns with contemporary lifestyles. As part of its continuous growth and commitment to delivering exceptional service, Williams-Sonoma is hiring for the role of Customer Service Concierge, a pivotal position that directly interfaces with clients, ensuring seamless facilitation of orders and maintaining high service standards.

The Customer Service Concierge, designated as the Concierge Tracking Coordinator, serves as the primary liaison for Concierge customers throughout the supply chain journey. This role is vital in guaranteeing that the customer's experience is not only efficient but also delightful from order placement to final delivery. Emphasizing strong organizational skills, time management, and attention to detail, the Concierge Tracking Coordinator is responsible for managing scheduling and communications across multiple product brands within Williams-Sonoma's portfolio. The position demands a proactive approach to resolving customer inquiries and escalations with a one-call resolution ethos, supporting internal operations hubs across various regions, and ensuring all communications adhere to strict service level agreements.

In addition to routine customer interaction, the Concierge Tracking Coordinator plays an integral part in special projects and operational efficiency initiatives, maintaining workplace safety and organizational standards according to OSHA guidelines. This role is also aligned with upholding the company's mission, vision, and values in daily activities while meeting quality metrics and maintaining accurate data handling processes. Candidates must demonstrate proficiency in Microsoft Office applications, especially Outlook, Word, and Excel, to facilitate effective communication and data management.

The role encourages a customer-centric mindset combined with operational expertise, enabling the company to maintain its reputation for excellence in supply chain management and client care. Candidates for this role should also be adaptable, with a positive attitude, strong work ethic, and the flexibility to work overtime as needed. This full-time position offers competitive hourly pay starting at $16.50, coupled with comprehensive benefits including paid time off, health insurance options, and employee discounts, making it an attractive opportunity for individuals seeking to grow within a supportive and dynamic retail environment.

Job Requirements

high school diploma or equivalent
1-year combined work experience and demonstrated knowledge of support systems
excellent phone etiquette
ability to multitask across multiple software platforms
proficiency in Microsoft Office including Outlook, Word, and Excel
strong written and verbal communication skills
positive attitude and strong work ethic
ability to work flexible hours including overtime
ability to maintain excellent attendance
willingness to perform all necessary duties as part of a team

Job Qualifications

high school diploma or equivalent
1-year of prior customer service or call center experience
proficiency in Microsoft Office including Outlook, Word, and Excel with basic to intermediate skills
ability to multitask using multiple systems to achieve one-in customer call resolution
demonstrated knowledge of all WSI product brands
strong written and verbal communication skills
positive attitude, strong work ethic, ability to work under pressure and fast learner
excellent phone etiquette
experience with support for multiple systems such as HubWm, SanFran, PKMS, CCUI or equivalent
preferred 2+ years call center or care center experience
strong communication skills both written and verbal
ability to provide professional updates for internal and external customers
experience with project coordination including tracking, reporting, and scheduling high volume and high dollar orders
ability to work independently and efficiently manage time
experience in attending virtual meetings and following up on feedback
preferred working knowledge of B2B logistics, concierge process, or project coordination
supply chain background is a plus
ability to learn and navigate multiple software systems efficiently
ability to focus and prioritize tasks with potential distractions
ability to work independently within a team environment

Job Duties

perform all scheduling functions in a high-volume environment for all WSI product brands
ensure the proper execution of daily scheduling needs of multiple customer orders
serve as point of contact and apply one call resolution for customer escalated matters and support dedicated customer email inboxes
support multiple HUB operations in different regions within the supply chain operations
confirm customer delivery windows utilizing various warehouse management systems and update customer contact information
handle all department communications within assigned service level agreements
achieve established metrics including tracker building, escalation resolution, and proper handling of data and information
research customer inquiries and provide resolution within established timeframes
provide timely updates via email and outbound calls to ensure compliance with Concierge standards
support and assist with special projects including handling overflow coverage as needed
keep work area safe, organized and clean according to general office practices and OSHA requirements
utilize Williams-Sonoma’s mission, vision, and values to govern daily activities while maintaining accuracy percentages, metrics, and quality standards
perform other duties as deemed necessary