Chat Customer Service Consultant

Job Description
Digital Service Consultant – Mobile Messaging

We are currently only hiring in Mountain Standard time zone.

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 seven months, teams from across the service organization have been investing in the future of our newest customer service channel, mobile messaging. We’ve been interacting with customers via SMS, developing and refining our processes, reinforcing the stability of the tech platform and preparing for your arrival! Should you choose to join the team, you are joining at an incredibly exciting time as we continue to invest in the platform as we scale! You each will bring unique perspectives and experience to the mobile messaging channel; 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 – 8 pm ET Monday through Saturday and 9 am to 6 pm ET on Sundays.

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, both Chat and Mobile Messaging) 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

Previous chat experience highly preferred
In good standing with Talent Management
Recommended by current manager
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


This role offers various schedule options. The schedule options will be a combination of four, 10 hour shifts and will offer consecutive days off. If selected, you will have the opportunity to select preferred schedules and your final schedule will be assigned at the offer stage based on availability.