Job Description
Digital Service Consultant
At Wayfair, we care about our customers! Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty. From the time our customers place an order with Wayfair through delivery to their home, our team works to make it easier than ever to shop for the home. The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure a seamless delivery to the customer. In the event a customer should contact our support team via phone, email, chat, mobile messaging, or in other ways, we empower our Customer Service Team to resolve the issue. We are passionate about our customers and work to delight them on every interaction with Wayfair.
Over the past few years, teams from across the service organization have been investing in the future of our digital service channels, chat and mobile messaging. Should you choose to join the team, you are joining at an incredibly exciting time as we continue to invest in and scale a digital presence for our customers! You each will bring unique perspectives and experience; working closely within your teams, across our Site and with our cross-functional teams, you all will lead the way in refining our approach to connecting with customers when and where they would like to speak with us. Our current hours of operation at 8 am – 12 am ET Monday through Friday, 8 am – 8 pm on Saturday and 9 am to 6 pm ET on Sunday.
What You’ll Do
Troubleshoot and resolve customer service inquiries while building a relationship with the customer
Provide service to customers on multiple channels (at first, Chat then Mobile Messaging and our other channels) to provide assistance with post-order issues such as returns, replacements, refunds, delivery status, back order inquiries, and any other issues that may arise in the order fulfillment process
Exceed customer satisfaction, efficiency metrics and issue resolution targets
Continuously look for areas of improvement and communicate trends in customer calls to leadership as appropriate
Simultaneously navigate multiple software applications and technologies
Demonstrate conflict management skills and maintain professional composure
Demonstrate excellent verbal and written communication using multiple channels and platforms.
What You’ll Need
Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
Excellent relationship building skills
Passion for helping others
A successful track record working in a high-volume environment
Regular and reliable attendance
Equivalent customer-facing work experience
Excellent written and verbal communication skills
Strong typing and multitasking skills preferred
What are the Pay & Benefits?:
Pay:
Hourly Pay rate: Starts at $15 an hour with a cost of living adjustment and tenure based increases as early as 6 months.
Quarterly performance bonus of up to $2,000
Referral Bonus of $500 per eligible referral
Benefits:
Health, Vision and Dental Insurances (coverage starts on Day 1!)
401(k) with company match up to 4%
Paid Time Off (start accruing time immediately)
7 Paid Federal Holidays and 1 Floating Holiday
Paid / Unpaid Parental Leave options
Eligible Tuition Reimbursement (up to $5,250)
Wayfair Employee Discount
Volunteer Day for Community Service (Paid Day Off)
Assistance for Individuals with Disabilities
Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please contact [email protected].
Need Technical Assistance?
If you are having any technical difficulty submitting your application, please reach out to our careers team at [email protected].