US & Cannada
Wayfair believes everyone should live in a home they love. Through technology and innovation, Wayfair makes it possible for shoppers to quickly and easily find exactly what they want from a selection of more than 18 million items across home furnishings, décor, home improvement, housewares, and more. Committed to delighting its customers every step of the way, Wayfair is reinventing the way people shop for their homes – from product discovery to final delivery. Read employee reviews here
$15.00/hour, Quarterly performance bonuses up to $2,000
Benefits:
$500 referral bonus per hire
Medical, Dental, Vision coverage starts day 1
$5,250 in eligible Tuition Reimbursement
Employee Discount
401(k) with company match up to 4%
Paid Time Off
Paid parental leave
Paid day of voluntary service
What You'll Do
Provide best in class customer experience to resolve their issues
Troubleshoot and resolve customer service inquiries while building a connection with the customer to make them feel welcome, at home and wowed
Navigate multiple software applications and tools in order to process resolutions for customers and manage your day to day operations
Exceed customer satisfaction, efficiency metrics, and customer resolution targets
Maintain professional composure at all times, de-escalating customers with empathy and a personalized solution while following policies and guidelines
Bring your best self to work every day
Keep pace with our growing customer demand in a busy, engaging, and high growth environment
Be ready to to show up for work each day, be on time, and be ready to exceed our customer expectations
What You'll Need
Excellent communication and relationship-building skills
Ability to show genuine empathy to our customers in each interaction
A successful track record of working in a high-volume/high growth and fun environment where thinking about the customer first is a norm
Reliable attendance, adhering to a previously set schedule
Ability to learn online tools (email, knowledge base, reporting, and performance tools)
Previous work experience in customer service.
What You'll Do
Manage a team of 15-18 customer service consultants of varying skill levels and experiences supporting both US and Canadian customers.
Supervise customer service consultants answering calls, emails, and/or chats from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status, and back order inquiries.
Make recommendations and/or take corrective action to manage performance as appropriate.
Work closely with Human Resources and Senior Leadership to address and resolve employee issues.
Interview and recommend candidates for hire.
Be an integral part of the disciplinary and termination process.
Review time off requests as appropriate to match staffing level requirements.
Conduct side-by-side observations and quality assurance (call monitoring) reviews.
Respond in a professional and courteous manner to escalated customer service inquiries, requests, or complaints to reach an effective resolution.
Provide backup support by taking calls during staffing shortages, high volume activity or as needed.
Perform other job-related duties as assigned by the Company and/or your director or manager.
What You'll Need
6 months tenure at Wayfair (minimum).
In good standing with Talent Management (no written or final warnings).
Excellent problem solver with a proven track record of driving the results of their team.
Previous leadership experience is preferred.
Must be analytical and able to use data and metrics to drive the performance of their team.
Proven ability to close performance gaps.
Proven ability to multitask.
Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment.
Must be flexible with scheduling - this role is a full-time, salaried position and works in a busy inbound call center environment.
Managers are expected to work 4-week days and 1-weekend shift per week.
A college degree is preferred or equivalent job-related experience in similar CS management roles.
A competitive spirit and desire to succeed as well as the ability to motivate and drive the performance of their entire team.
Outstanding oral and written communication skills.
Ability to use a computer keyboard, computer screen, telephone headset, and telephone system.
What You'll Do
Manage a team of 12-18 consultants at varying skill levels
Supervise consultants answering calls and emails from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status, backorder inquiries, and any other issues that may arise in the order fulfillment process
Provide extensive coaching and counseling to assist consultants in meeting customer satisfaction, resolution targets, exceed customer expectations, build customer loyalty and take advantage of sales opportunities
Conduct side-by-side observations and quality assurance (call monitoring) reviews
Make recommendations and/or take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process
Work closely with Human Resources and Senior Leadership to address and resolve employee issues
Effectively interview and recommend candidates for hire
Analyze trends based on historical data to close performance gaps
Respond in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution
What You'll Need
Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
Proven ability to close performance gaps
Excellent communication and relationship-building skills
Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
Bachelor’s Degree or equivalent customer-facing and management work experience.
Congratulations! You are just 90 minutes away from a new job in your own home!
After we have reviewed your initial application, you will receive an email link to a multi part online assessment to complete in your own time. Good Luck!
What We Offer You:
Competitive Salary
Comprehensive Training Programme
Monthly Bonus
Home office support contribution
Pension
Healthcare
Gym Membership contribution
Generous Employee Purchase Discounts on wayfair.co.uk
What You'll Do
Build a relationship with the customer throughout the call
Service customers with post-order issues (returns, replacements, refunds, delivery status, back-ordered items, and any issues with fulfillment)
Provide customer satisfaction working towards efficiency metrics, and issue resolution targets
Identify areas of improvement and convey trends in customer calls to leadership
Navigate multiple software applications and technologies simultaneously
Use conflict management skills and maintain professional composure
What You'll Need
Strong problem-solving skills and the ability to think analytically
Excellent communication and relationship-building skills
Passion for helping others
A successful track record working in a high-volume fast-paced environment
Ability to maintain internet speed of at least 25 Mbps (download) and 5 Mbps (upload) using a hard-wire Ethernet internet connection
A workspace that is free from noise or distraction (Wayfair provides all necessary computer equipment
Available to commit to a fixed Monday to Friday 09:00 to 18:00 training schedule for the first 3 weeks
Who we are:
The Large Parcel Support team is part of our Specialized Customer Service team. Members strive to deliver exceptional customer service during the final mile delivery process. We provide customers with real-time results and solutions in conjunction with our partner teams Driver Help Desk and the Home Delivery Operations to facilitate successful large parcel deliveries. This role allows you to own the large parcel customer experience by using insightful tools, collaborating with partner teams, and setting accurate expectations to provide consistent results.
What You’ll Do: Knowledge, Skill, and Ability
Act in the best interest of Wayfair and the customer on each call by maintaining a thorough understanding of all processes and procedures
Provide detailed expectations for each customer contact regarding service level, ETAs, timelines, and promote MyAccount.
Coordinate successful deliveries and reschedules by ensuring accurate notes, delivery instructions, account details, and expectations
Investigate and resolve delivery delays using Wayfair internal systems and partner with members across the logistics network to bring issues to a successful resolution
Accurately update all Wayfair Systems and communicate to the appropriate teams of any order changes
Understand and utilize Wayfair software for PO tracking, rescheduling, route monitoring, and driver communication, etc.
Proactively view all order notes, tickets, and SOPs to ensure accurate information and solutions are provided to each customer.
Act as a change champion by providing feedback on opportunities to improve SOPs, customer and employee experience, and participating in problem-solving sessions and data tracking.
Perform customer outreach, as necessary, to communicate delivery issues and provide solutions based on network availability and current SOPs
What You'll Need:
Associate’s degree or equivalent experience preferred
Ability to work effectively with customers and co-workers both on the phone and electronically
Excellent problem-solving skills with the ability to handle a high level of customer issues.
Have an adapt/grow mentality and track record of successfully implementing feedback and new SOPS
Demonstrated ability to work independently in a fast-paced environment
Strong organization skills, time management, and attention to detail
Ability to use a variety of tools to solve complex business problems
Ability to use computer systems including G Suite tools, email, and web browsers
Ability to work evenings, weekends, and holidays .,
$16.00/hour, Quarterly performance bonuses up to $2,000
Benefits:
$500 referral bonus per hire
Medical, Dental, Vision coverage starts day 1
$5,250 in eligible Tuition Reimbursement
Employee Discount
401(k) with company match up to 4%
Paid Time Off
Paid parental leave
Paid day of voluntary service
What You'll Do
Provide best in class customer experience to resolve their issues
The ability to fluently communicate in French and English with customers on the phone and through email
Troubleshoot and resolve customer service inquiries while building a connection with the customer to make them feel welcome, at home and wowed
Navigate multiple software applications and tools in order to process resolutions for customers and manage your day to day operations
Exceed customer satisfaction, efficiency metrics, and customer resolution targets
Maintain professional composure at all times, de-escalating customers with empathy and a personalized solution while following policies and guidelines
Bring your best self to work every day
Keep pace with our growing customer demand in a busy, engaging, and high growth environment
Be ready to show up for work each day, be on time, and be ready to exceed our customer expectations
What You'll Need
Excellent communication and relationship-building skills
Ability to show genuine empathy to our customers in each interaction
A successful track record of working in a high-volume/high growth and fun environment where thinking about the customer first is a norm
Reliable attendance, adhering to a previously set schedule
Ability to learn online tools (email, knowledge base, reporting, and performance tools)
Previous work experience in customer service
A Day in the Life of a Wayfair Customer Service Consultant
At Wayfair, our award-winning Customer Service Team strives to drive results, win together, and always be improving. We have a relentless customer focus, collaborate effectively with one another, and adapt and grow through continuous improvement regularly. The Customer Service Team offers multiple career growth paths within Wayfair.
The Customer Service Team works in a fast-paced environment to monitor customer orders and ensure a seamless experience for our customers. In the event, a customer should contact our support team via phone, email, chat, or social media, we empower our Customer Service Team to resolve the issue the first time the customer contacts us.
Job Description
What You'll Do
Develop, manage and coach managers of inbound teams to build successful teams and deliver an exceptional customer experience.
Analyze team performance to drive improvement in KPIs and close performance gaps.
Make decisions about business policies, managing risks and resolving employee issues.
Ensure appropriate resources are available to meet changing requirements and volume to meet performance objectives.
Identify training gaps and partner with support teams to improve performance.
Hold regular meetings to discuss performance trends and pass on corporate and local initiatives.
Interview and recommend candidates for hire.
Coordinate and implement bonus, reward, and recognition programs to drive both group and individual performance.
Take corrective action to manage performance as appropriate.
Respond to escalated customer service issues to ensure proper resolution.
What You'll Need
5+ years of service management experience, with a proven leadership track record and verifiable history of managing managers of successful, high-volume teams.
3+ years of experience in call centers with 100+ employees.
Ability to adapt to changing environments and “roll up your sleeves” – this role is very “hands-on”.
Proven coaching skills that can impact both front-line agents and develop supervisors.
BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree).
Strong Internet / PC skills – comfortable and proficient in a technology-driven business.
Proficiency in MS Office suite.
Outstanding oral and written communication skills.
Proven ability to close performance gaps.
Proven ability to multi-task.
Email and Chat experience preferred.
Flexibility with the schedule.
Ability to use a computer keyboard, computer screen, telephone headset, & telephone system.
Ability to handle stressful customer interactions via telephone and email.
As the Customer Service Director you will build a customer service function that is “best in the world”. Reporting to the Head of Service, you will be responsible for driving the performance of Customer Service Teams and the overall Contact Center Operation across a multi-state and virtual footprint. You’ll have full P&L ownership while building the next-gen Customer Service function including new technologies like AI and Chat. You’ll have the responsibility of a mix of 2-3 virtual/regional/physical call centers directly accountable for a team of 1000-1500.
What You'll Do
Drive the overall performance of the customer service organization including; service levels, workforce adherence, team productivity, compliance & customer satisfaction
Lead a staff of Regional Directors overseeing all contact center teams including Customer Service, Email, and Chat.
Own P&L and business outcomes, including financial, operations, and people strategy for your region.
Partner effectively with other contact center operations teams including workforce management, training, recruiting, and process transformation
Drive employee engagement and foster a positive and productive culture through enthusiastic leadership
Provide a voice of the customer feedback loop to the business
Problem solve situations; requiring the use of data collection and analysis
Manage multiple priorities in a face-paced environment with effective communication and thorough follow-through
What You’ll Need:
10+ years of experience; experience managing call center site operations in a high-growth environment is a plus.
Experience leading senior management and front-line teams in a high-growth, entrepreneurial, and ambiguous environment.
Demonstrated experience independently developing strategy and driving tangible results across teams while leveraging data from a multitude of sources to tell a story and impact the overarching strategy.
Proven experience and passion for working across functions and with c-level leaders, synthesizing multiple points of view, and owning a coherent action plan, all while negotiating and influencing others.
Leading/transforming large call center or service operations teams, back office units with 500+FTE
Direct P&L experience is a plus
Ability to connect with staff at all levels and provide hands-on enthusiastic leadership to effectively manage change
Experience working with workforce planning, high-volume recruiting, and training across multiple sites and/or geographies.
Experience utilizing and implementing enabling technology (i.e. CRM applications) to drive process improvement
Experience with complex operational, process, and performance improvement projects
Ability to thrive and effectively drive results in a fast-paced and dynamic environment
Technologically savvy, collaborative confident leader, familiarity with google suite products a plus
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