Customer Service – Wayfair Remote Jobs

Job Type: Customer Service from home
Location: Massachusetts 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:

• Show That You’re Reliable: It’s important to consistently show up for your entire shift on time and with commitment to attendance. 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.
• Manage a Large Number of Contacts: 50–60 phone calls are expected to be handled by you each shift. 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.
• The High Performance Bar We Set In addition to additional duties that may be assigned, you’ll strive to exceed customer satisfaction and satisfy customer service efficiency criteria with excellence.
• Engage Customers: 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 Listen and Demonstrate Empathy: You will demonstrate empathy and actively listen to comprehend client issues in order to fully solve their issue. You will then use internal resources to identify the best solution.
• Reduce Customer Concerns: Most consumers who contact us do so because they’ve encountered an issue 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.
• Solve the Issue: Since there is no one-size-fits-all strategy to solving problems, customer support representatives do not read from pre-populated scripts. 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.
• You’ll need to multitask in order to go across several browsers, tabs, tools, and screens and respond to inquiries promptly and correctly. The ideal customer care agent will be knowledgeable about computers and adept at utilizing technology on a daily basis.
• Increase Systemic Problems: Support our ongoing improvement. On behalf of Wayfair customers, you will pinpoint areas that require improvement and let management know of any patterns.

Pay:

• Depending on geography, the hourly wage is at least $15. (tenure increases starting as early as 6 months)
• Up to $2,200 in quarterly performance bonuses
• Bonus for Referrals ($500 per qualified referral)

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:

• Alabama, Arkansas, Illinois, Iowa, Kansas, Kentucky, Louisiana, Minnesota, Mississippi, Missouri, Nebraska, North Dakota, Oklahoma, South Dakota, Tennessee, Texas, and Wisconsin are the only states where we are now hiring for this role.
• 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.
• a quiet, private workstation free from interruptions (from neighbors, kids, spouses, dogs, etc.) or noise (radio, tv, etc.)
• Wayfair wants to make sure you succeed, therefore all of our training is 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.

Why Call Customer Service at Wayfair?

We are concerned about our customers at Wayfair. This fast-paced environment enables us to offer answers and guarantee a flawless delivery experience wherever our customers feel most comfortable, whether it be over the phone, over chat, or via email. To foster client loyalty and trust, we equip our distinguished customer service team with the tools to mix technology and human empathy. We’ll give you the instruction, resources, and gear. All you need is a passion for problem-solving and commitment to providing outstanding customer service.