Benefits: For Fulltime employee
$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
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 a seamless product transition 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 in every interaction with Wayfair. Read employee reviews here
$15.00/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 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 the previously set schedule
Ability to learn online tools (email, knowledge base, reporting, and performance tools)
Previous work experience in customer service
Pay:$16.00/hour::Quarterly performance bonuses up to $2,000
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)
Exceed customer satisfaction, 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
Regular and reliable attendance
Ability to maintain internet speed of at least 25 Mbps (download) and 5 (upload) using a hard-wire Ethernet internet connection (no WiFi)
A workspace that is free from noise or distraction (Wayfair provides all necessary computer equipment)
Service Consultant
At Wayfair, we care about our customers! Our award-winning Customer Service Team balances technology and human empathy to build customer 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 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.
Pay:$16.00/hour, Quarterly performance bonuses up to $2,000
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.
Pay:$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 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 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
Pay:$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 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
Please note that if you are an L2 applying for this position, this role will be a stretch opportunity
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 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.
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
Although you may meet the minimum requirements, you may not be guaranteed an interview. The complete application (resume, checklist, etc.) is reviewed along with the qualifications of the position to determine the top candidates for a phone interview, and there may be more candidates than apply than can be selected. Please keep a close eye on the career site, so you can promptly apply to roles you are interested in pursuing.
What You'll Do
Drive the overall performance of customer service organization including; service levels and customer satisfaction
Lead a work-from-home staff of 100+, through developing, overseeing, and coaching of managers of frontline phone, email, and chat service teams
Analyze team performance to drive improvement in KPIs and close performance gaps
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
Effectively screen candidates and provide recommendations of candidates for hire
Coordinate and implement bonus, reward, and recognition programs to drive both group and individual performance
Drive employee engagement and foster a positive and productive culture through enthusiastic leadership
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.
Experience leading front-line teams of 100+ service consultants
Experience leading work-from-home customer service teams
Ability to set strategy and follow through on tactical implementation and execution of initiatives
Ability to adapt to changing environments and effectively manage change by providing hands-on enthusiastic leadership
Proven coaching skills that can impact both front-line agents and develop supervisorial leaders
Ability to use data and analysis to drive decision making
Ability to thrive in a fast-paced and dynamic environment.
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