All jobs are full-time remote positions. The position is open until filled. Starting pay is $15-$20 per hour
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 22 million items across home furnishings, décor, home improvement, housewares, and more.
Whether through data-driven product design, our modern end-to-end tech stack, or building world-class experiences and relationships for our customers, partners, and employees – Wayfair is changing the future of the home. Read employee reviews here
We are currently hiring Customer Service Consultants in the following states: AL, AZ, AR, CO, CT, FL, GA, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NY, NC, ND, OH, OK, OR, PA, RI, SC, TN, TX, UT, VT, VA, WA, D.C., WI
Pay:
$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 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
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.
Job Description
Senior Manager, Customer 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 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. 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.
Job Description
Work From Home- Full Time! Pay
$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
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 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.
Job Description
Wayfair is seeking Work from Home French Customer Service Representatives. Pay:
$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 issue
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
Job Description
Wayfair is seeking Work from Home French Customer Service Representatives. Pay:
$16.00/hour
Quarterly performance bonuses up to $2,500
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.
Job Description
Wayfair is seeking Work from Home Spanish Customer Service Representatives. Pay
$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
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
Job Description
Wayfair is seeking a dynamic, experienced Training Manager to oversee onboarding training and development supporting our virtual call centers. This person will be responsible for leading a training team supporting the Customer Service organization virtually and will be responsible for all aspects of call center training including stakeholder consulting, training team development and coaching, completion tracking, and results from the assessment. This person will report to the Training Management. He or she will be expected to quickly develop an understanding of Service operations, processes, and needs. This person must be comfortable running training for large audiences of all tenures and levels and will be expected to coach and develop Trainers. Location: Virtual (West Region) What You’ll Do
Partner with contact center management team to execute training schedule to align with business objectives, and growth projections in assigned locations
Manage and coach a team of virtual trainers to develop their facilitation and coaching skills
Oversee delivery and maintenance of new hire onboarding training programs for the Customer Service organization
Oversee the coaching of new hires to ensure high-performance culture during new hire onboarding
Serve as a training expert and partner with subject matter experts to support the creation of best practices and standard operating procedures
Work in tandem with operations managers to ensure alignment of training programs with ongoing coaching and quality assurance effort for the site
Build strong partnerships and collaboration with peer training leaders to enable consistency in training programs across sites
Oversee training impact measurement, reporting, and trend analysis and consult with stakeholders at assigned locations based on these results.
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