Customer Service Consultant – Wayfair Remote Jobs

Job Type: Customer Service Consultant from home
Location: New York work from home
Company: Wayfair

At Wayfair, we think our award-winning Customer Service Team is the consequence of a fantastic customer experience coupled with a supportive employee structure.

This is about giving our clients the power to design environments that reflect who they are, what they need, and what they value rather than just making another phone call. By offering a top-notch experience when it’s most needed, you’ll play a critical part. You will receive the necessary training, resources, and decision-making skills from Wayfair to assist our clients in finding the best solutions for their needs.

You will compassionately assist consumers in resolving a range of post-purchase problems, including: shipping inquiries, damage claims, refunds, exchanges, assembly services, and order notifications.

no scripts No pre-packaged answers. You can truly have an influence on these genuine human-to-human interactions. Wayfair will make an investment in you by providing you with possibilities for career advancement and a supportive team.

Responsibilities:

• Shows Reliability: It’s important to show up for your entire shift each day and to be committed to doing so. This ensures that we are prepared and accessible to assist our clients when they need us most. We want our associates to communicate and plan ahead wherever feasible for unforeseen events or challenges.
• High Volume of Contacts Handled: Each shift, you will likely handle 50–60 phone calls. This is a highly regimented, fast-paced atmosphere. Since you usually have back-to-back calls during your shift, there isn’t much downtime in this job.
• Meets Our Exacting Standard: In addition to additional duties that may be assigned, you’ll strive to exceed customer satisfaction and satisfy customer service efficiency criteria with excellence.
• Customers are engaged when: You must have a love of people. You will represent Wayfair and seek to forge connections with clients who get in touch with us via emails, chats, and inbound phone calls. Returns, exchanges, deliveries, product availability, order status, and other subjects are all possible.
• Actively Listens and Demonstrates Empathy: You will listen intently to understand pertinent client information so that you may promptly and completely solve their problem.
• Reduces Customer Concerns: Most of our clients get in touch with us because they’ve encountered a problem and require assistance. While always maintaining a professional demeanor, you will use your conflict management abilities to strike a balance between the customer’s wants and the solutions offered by the company.
• Customer care agents do not read from pre-populated scripts because there is no one solution that suits all problems. In order to assist consumers in finding the best solution, you will be allowed some autonomy. In order to resolve customer issues with a first contact resolution strategy, you must think analytically.
• Managing various browsers, tabs, tools, and screens will be necessary to multitask while answering questions fast and correctly. The ideal customer care agent will be knowledgeable about computers and adept at utilizing technology on a daily basis.
• Increases Systemic Problems Support our ongoing improvement. You will find trends that require improvement and discuss them with the leadership.

Pay:

• $15 per hour, with tenure-based pay increases starting as soon as six months.
• Up to $2,000 in quarterly performance bonuses
• $500 per qualified referral for the referral bonus

Benefits:

• Insurance for health, vision, and dentistry (coverage begins on day one!
• Paid time off and 401(k) with business match of up to 4% (start accruing time immediately)
• Paid / Unpaid Parental Leave Options for 7 Paid Federal Holidays and 1 Floating Holiday
• Up to $5,250 in eligible tuition reimbursement
• Employee Discount at Wayfair
• Day of Volunteering for Public Service (Paid Day Off)

Requirements:

• You must be at least 18 years old.
• A high school diploma, a GED, or an equivalent is required.
• You must hardwire your computer to a modem with minimum download and upload speeds of 25Mbps and 5Mbps (upload). Wi-Fi access is not allowed to be used. Wayfair offers all other required computer hardware and supplies.
• a working knowledge of Windows operating systems or an equivalent.
• Wayfair wants to ensure your success, therefore it provides a private, dedicated workstation free from any interruptions (roommates, kids, spouses, dogs, etc.) or noise (radio, tv, etc.). Because of this, our training is completely required. During this period, we are unable to accommodate any absences, breaks, or tardiness.
• To move on to the interview stage, qualified candidates must pass the candidate assessment.