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 the customer orders 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 seamless delivery to the customer. In the event, a customer should contact our support team via phone, email, chat, social media, 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.
What You'll Do
Manage a team of 15-16 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
6 months time in role (minimum)
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
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.
$16.00/hour-Quarterly performance bonuses up to $2,000
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 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
As the Senior Manager in Customer Service, you will report to a Site Director in our North American Customer service network and will be responsible for driving the performance of work-from-home Customer Service Teams and developing high-performing managers.
What You'll Do
Drive the overall performance of customer service organization including; service levels workforce adherence, team productivity, compliance & customer satisfaction
Lead a work-from-home and/or premises-based staff of 100+ managers, supervisors, and frontline staff, through developing, overseeing, and coaching of phone, email, and chat service teams
Key input into P&L and business outcomes, including financial, operations, and people strategy
Partner effectively with other contact center operations teams including workforce management, training, talent management, and process transformation
Analyze team performance to drive improvement in KPIs and close performance gaps; Identify data needs to central teams to drive performance
Ensure appropriate resources are available to meet changing requirements and volume to meet performance objectives
Identify training gaps and partner with onsite training and support teams to improve performance
Manage multiple priorities in a fast-paced environment with effective communication and thorough follow-through
Coordinate and implement reward and recognition programs to drive both group and individual performance
Drive employee engagement and foster a positive and productive culture through enthusiastic leadership.
As the Manager on the Digital Service Team, you will play an important role in developing the foundation for the continued growth of the Digital channel, working closely with our leadership team in a dynamic, rapidly evolving space to translate our vision--making Digital the channel of choice for our customers--into reality. You will report to a Senior Manager in our North American Customer Service network and will be responsible for driving the performance of virtual Customer Service Teams as you invest in the development of and lead through high-performing supervisors.
What You'll Do
Develop, manage and coach a team of supervisors who oversee customer service agents
Analyze team performance, identifying trends, and driving programmatic improvement in KPIs to close performance gaps
Make decisions about business policies, managing risks, and resolving employee issues
Identify training gaps and partner with support teams to improve performance
Make recommendations and/or take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process
Effectively interview and recommend candidates for hire
Analyze trends based on historical data to implement training/coaching to close performance gaps
Lead through managers setting tone and culture within teams ensuring that our Service Consultants have the tools and support they need to serve customer needs responding to customer inquiries in a professional and courteous manner and creating a fantastic customer experience.
As the Senior Manager in Customer Service, you will report to a Site Director and will be responsible for driving the performance of Customer Service Teams and developing high performing managers for our Bilingual team.
What You'll Do
Drive the overall performance of customer service organization including; service levels workforce adherence, team productivity, compliance & customer satisfaction
Lead a work-from-home and/or premises-based staff of 100+ managers, supervisors, and frontline staff, through developing, overseeing, and coaching of phone, email, and chat service teams
Key input into P&L and business outcomes, including financial, operations, and people strategy
Partner effectively with other contact center operations teams including workforce management, training, talent management, and process transformation
Analyze team performance to drive improvement in KPIs and close performance gaps; Identify data needs to central teams to drive performance
Ensure appropriate resources are available to meet changing requirements and volume to meet performance objectives
Identify training gaps and partner with onsite training and support teams to improve performance
Manage multiple priorities in a fast-paced environment with effective communication and thorough follow-through
Coordinate and implement reward and recognition programs to drive both group and individual performance
Drive employee engagement and foster a positive and productive culture through enthusiastic leadership.
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 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.
$16.00/hour-Quarterly performance bonuses up to $2,500
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 show up for work each day, be on time, and be ready to exceed our customer expectations
What You'll Need
The ability to fluently communicate in French and English with customers on the phone and through email
Excellent communication and relationship-building skills
Ability to show genuine empathy to our customers the 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 the 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
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
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