Job Description

Applicants must reside from: Alabama, Arizona, Arkansas, Colorado, Connecticut, Florida, Georgia, Idaho, Kansas, Maryland, Minnesota, Mississippi, Nevada, North Carolina, Ohio, Oklahoma, Pennsylvania, Tennessee, Utah, Virginia, or Wisconsin

Are you interested in assisting our customers on a new online platform? Do you have excellent multi-tasking skills and are comfortable handling multiple customers at once? Does the idea of utilizing your design expertise to help our customers create their dream homes excite you? Then being a Chat Response associate on our Design Team may be the perfect fit for you! In this fast-paced position, the Online Chat Representative will monitor a web-based chat console and respond to chat requests via instant messaging from consumers shopping on various clients' websites. These are customers who are in the shopping process for major purchases such as furniture. You will specifically focus on chats to support the Design team by assisting our customers with creating their dream space and closing the deal on their design purchases.

What Benefits do you offer?

• 40% Discount on most merchandise!
• Fun contests/rewards and recognition programs
• Paid Training from the comfort of your home
• Internal promotional opportunities. Based on position requirements and tenure, this can occur within the first 60 days if interested
• Pay = $19.00/hr *compensation may differ due to individual state wage requirements*

Essential Functions: The nuts and bolts

• Troubleshoot, answer text chats and respond within 5 seconds to live chat requests
• Multi-task by handling 2 to 5 chats at once, and seeking multiple pieces of information while maintaining fluid conversations
• Work closely with other departments to resolve issues including but not limited to service calls for all brands
• Assist with developing written customer responses
• Promptly identify, research, and resolve visitor requests using the Internet, OMS, and CCUI
• Project a professional company image through text chat interaction
• Provide visitors with product or service information
• Promote Williams-Sonoma, Inc products and/or services in a positive way
• Categorize and assign chat sessions appropriately
• Perform other duties assigned

Qualifications: What you need to apply

• 3+ months Design experience Required
• High School Diploma or GED
• Attention to detail with a superior customer service attitude
• Maintain confidentiality and professionalism at all times
• Strong professional written communication skills with the ability to multitask and correctly interpret customer requests
• Strong written communication skills are required
• Enjoy working independently with excellent problem-solving and decision-making skills
• Good self-management and motivation
• Strong interpersonal skills
• Computer Savvy / Internet Research ability
• Must be experienced with instant messaging
• Ability to navigate websites and multiple systems while maintaining multiple written conversations
• Computer literate with the ability to type minimum 35 wpm
• Practice active listening skills
• MUST be confident to communicate in English (written and verbal)

Important Facts: MUST HAVE THESE FOR CONSIDERATION

• Ability to complete mandatory paid training for 4 weeks - 100% attendance is required
• Confirm that you have the equipment requirements listed below. This will be asked throughout the interview process and could affect employment status if not met

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).

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.

Processor:

Random Access Memory (RAM):

• 6 GB RAM or higher, but we recommend 8GM 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:

• 1920x1080

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)
    • NUBOW

*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 , 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.

Williams-Sonoma, Inc. is a multi-channel specialty retailer of high quality products for the home. Today, Williams-Sonoma, Inc. is one of the United States' largest e-commerce retailers with some of the best known and most beloved brands in home furnishings. We currently operate retail stores in the United States, Canada, Puerto Rico, Australia, and the United Kingdom, and franchise our brands to third parties in a number of countries in the Middle East, the Philippines and Mexico. Our products are also available to customers through our catalogs and online worldwide.

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