Customer Service – Wayfair Remote Jobs
Job Description
Job Type: Customer Service from home
Location: Arizona work from home
Company: Wayfair
The Opportunities at 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.
There are 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.
- High Number of Contacts to Handle: Each shift, you should expect to handle between 50 and 60 phone calls. This is a highly regimented, fast-paced atmosphere. As you usually have back-to-back calls during your shift, there isn’t much downtime in this job.
- Meet Our High Performance Bar: You’ll strive to go above and beyond for the needs of the customers, be exceptional at exceeding customer service efficiency metrics, and perform other duties as requested.
- 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.
- Address the Issue: As 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.
- Escalate Systemic Issues: Assist us in advancing constantly. On behalf of Wayfair customers, you will pinpoint areas that require improvement and let management know of any patterns.
Pay:
- Pay Rate Per Hour: $16 (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!
- 401(k) with a 4% corporate match
- Paid Holidays (start accruing time immediately)
- One floating holiday and seven paid federal holidays
- Options for Paid and Unpaid Parental Leave
- 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.
- Spanish and English must be able to be read, written, and understood by you.
- 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. At this period, we are unable to accommodate any absences, breaks, or tardiness.
- Qualified applicants will be needed to pass the candidate assessment to advance with the interview process.
Why Call Customer Support 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. All you need is a passion for problem-solving and a commitment to providing exceptional customer service, and we’ll provide the training, tools, and equipment.