At Wayfair, we care about our customers! Our award-winning Customer Service Team leverages 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 (all ET) are 8 am – 12 am Monday through Friday, 8 am – 8 pm on Saturday and 9 am to 6 pm on Sunday.
What You’ll 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: Starts at $15.60 an hour with a cost of living adjustment and tenure based increases as early as 6 months.
- Quarterly performance bonus of up to $2,200
- 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)