At Wayfair, we care about our customers! Our award-winning Customer Service Team leverages technology and human empathy to build customer trust and loyalty.
At Wayfair, you can deliver exceptional customer service while balancing outside of work priorities by choosing the hours that work for you. This is a Part Time opportunity where you will provide your work schedule availability and we will use your availability to develop your work schedule!
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 (all ET) are 8:00 am – 12:00 am Monday through Friday, 8:00 am – 8:00 pm on Saturday and 9:00 am to 6:00 pm on Sunday.
What Does a Digital Service Associate Do?
- Independently troubleshoot, problem solve and resolve customer service inquiries while building a relationship with the customer
- Provide service to customers on multiple channels (Chat and Mobile messaging, as your role progresses or based on business needs, you may also engage with customers via other methods) 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 customer conversations using software applications and Wayfair tools/resources
- Demonstrate negotiation and 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
- Resourcefulness & ability to independently problem solve
- Ability to work with multiple customers simultaneously while appropriately prioritizing and engaging with their issues.
- Excellent relationship building skills with a passion for helping others
- Strong organization and multi-tasking skills
- 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 skills and experience navigating computer-based tools.
What are the Pay & Benefits?:
Pay:
- Hourly Pay Rate: at least $15.60 hourly depending on location (tenure increases starting as early as 6 months)
- Quarterly Performance Bonuses
- Referral Bonus ($500 per eligible referral)
Benefits:
- 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)
What are the Requirements?
- Be able to work at least 1 weekend day, for a total of 20 hours per week
- You must be 18 years of age or older.
- You must hold a High School Diploma, GED, or equivalent.
- You will be required to hardwire your computer to a modem with minimum internet speeds of 25Mbps (download) and 5Mbps (upload). Wireless (WiFi) access is not permitted for use. All other necessary computer equipment and accessories are provided by Wayfair.
- A knowledge of working within Windows Operating Systems or equivalent.
- A private and dedicated workspace free of any distractions (roommates, children, spouses, pets, etc.) or noise (radio, tv, etc.)
- Wayfair wants to ensure your success, this is why our training is 100% mandatory. We are unable to accommodate any misses, time off, or tardiness during this time.
- Qualified applicants will be required to pass the candidate assessment to proceed with the interview process.
Why Wayfair Customer Service?