At Wayfair, We Believe That An Exceptional Customer Experience Coupled With A Supportive Staff Structure Leads To Our Award-Winning Customer Service Team. It's Not Just About Getting Another Phone Call - It's About Empowering Our Customers To Create Spaces That Reflect Who They Are, What They Need, And What They Value. You Can Play An Important Role By Providing A Best-In-Class Experience When Needed. Wayfair Will Provide You With The Training, Tools, And Decision-Making Skills To Help Our Customers Find The Solutions That Work Best For Them. You Will Graciously Help Customers Navigate Various Post-Order Issues Such As Shipping Questions, Damage, Returns, Exchanges, Assembly Service, And Order Notifications. There Are No Scripts. There Are No Pre-Made Answers. These Are Real Human Interactions Where You Can Make A Meaningful Impact. Wayfair Will Invest In You In Continuous Development, Career Opportunities And You Will Work With A Team Of Great People.
What Does A Service Representative Do? Demonstrate Reliability: Attendance And Commitment To Being Present And On Time For The Entire Shift Each Day Is Essential. This Ensures That We Are Ready And Available To Help Our Customers When They Need Us Most. In The Event Of Unexpected Events Or Issues, We Ask Our Representatives To Be Proactive In Communication And Planning Whenever Possible.
Handle A Large Number Of Contacts: You Will Handle Approximately 50-60 Phone Calls Per Shift. It Is A Fast And Very Structured Environment. There Is Less Time In This Position Because You Are Usually On Multiple Calls During The Shift.
Meet Our High-Performance Bar: You Will Work To Exceed Customer Satisfaction, Succeed In Meeting Metrics For Customer Service Excellence, And Other Responsibilities As Assigned.
Professional Customer Engagement: You Need People's Love. You Will Be The Voice Of Wayfair And Work To Build Relationships With Customers Who Contact Us Via Phone Calls, Chats And Emails. Topics Can Range From Returns, Exchanges, Delivery, Product Availability, Order Status, And More.
Actively Listen And Show Empathy: You Actively Listen To Understand The Customer's Concerns And Use Internal Resources To Find The Best Solution To Fully Solve Their Problem.
De-Escalate Customer Care: Most Customers Contact Us Because They Have A Problem And Need Your Help. You Will Use Your Conflict Management Skills To Balance The Client's Needs With The Company's Capabilities While Always Maintaining Professional Composure.
Troubleshooting: Solutions Are Not A One-Size-Fits-All Approach, So Customer Service Representatives Don't Read From Pre-Filled Scripts. You Get A Certain Amount Of Autonomy To Help Customers Find The Right Solution. You Need To Think Analytically To Solve Customer Problems In The First Contact Resolution Process.
Be Tech Savvy &Amp; Multitask: You Must Navigate Multiple Browsers, Tabs, Tools, And Screens To Answer Questions Quickly And Efficiently. The Ideal Customer Service Representative Is Computer Literate Able To Effectively Navigate Technology Daily And enjoys learning New Programs.
System Development Issues: Help Us Continue To Improve. You Will Identify Areas Of Need For Improvement For Wayfair Customers And Share Any Leadership Trends.
What Are The Requirements? - You Must Be Over 18 Years Old. You Must Have A High School Diploma, GED, Or Equivalent.
- You Must Be Able To Read, Write, And Understand The Following Languages: Spanish And English. Working Knowledge Of Windows Operating Systems Or Equivalent.
- Wayfair Wants To Guarantee Your Success, Which Is Why Our Training Is 100% Mandatory.
- We Cannot Accommodate Fog, Downtime Or Delays During This Time.
- Qualified Applicants Must Pass A Candidate Assessment To Proceed With The Interview Process.
Assistance To Persons With Disabilities Wayfair Is Fully Committed To Providing Equal Opportunities For All Individuals, Including Individuals With Disabilities. As Part Of This Commitment, Wayfair Will Make Reasonable Accommodations For The Known Physical Or Mental Limitations Of Qualified Individuals With Disabilities If Doing So Would Not Cause An Undue Hardship On Business Operations. If You Require Reasonable Accommodation To Participate In The Job Application Or Interview Process, Please Let Us Know By Completing The Applicant Accommodation Form.
Job Benefits:
- Health Care And Insurance: Wayfair Can Provide Health, Dental And Vision Insurance For Its Employees And Their Families. These Plans May Include Coverage For Medical Expenses, Prescription Drugs, Dental Procedures, And Vision Care.
- Retirement Plans: Wayfair May Offer Retirement Savings Options, Such As A 401(K) Plan, As Well As Potential Company Contributions. These Plans Allow Employees To Save For Their Future And Receive Employee Benefits To Help Them Grow Their Retirement Savings.
- Vacation: Wayfair Can Offer Several Paid Vacation Options, Including Vacation Days, Sick Days, And Holidays. PTO Amounts Can Vary Based On Position, Degree, And Other Factors.
- Employee Discounts: Working With An E-Commerce Company Like Wayfair Can Come With Employee Fees And Products Sold On The Platform, Which Can Be Interesting Especially If You Are Interested In Goods. House And Furniture.
- Wellness Programs: Wayfair May Offer Wellness Programs To Support The Health And Well-Being Of Employees. These Programs May Include Fitness Classes, Fitness Challenges, And Fitness Tests.
- Educational Assistance: Some Companies, Including Wayfair, Offer Scholarships To Employees Who Want To Further Their Education Or Develop New Skills.
- Career Development: Wayfair May Provide Opportunities For Career Advancement And Growth, Which May Include Training And Development Programs.
- Flexible Work Arrangements: Wayfair May Offer Flexible Work Arrangements, Such As Remote Work Options Or Flexible Hours, Depending On The Nature Of The Work.
- Employee Recognition Programs: Companies Often Have Programs To Recognize And Reward Outstanding Employee Performance And Contributions.
- Employee Assistance Programs (Eaps): Eaps Are Designed To Support Employee Welfare By Providing Resources And Counseling Services For A Wide Range Of Personal And Employment Issues.
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