In this role, you would “empathetically help customers navigate a variety of post-order issues such as: shipping questions, damages, returns, replacements, assembly services and order notifications.”
Hiring In: While there are no state hiring exemptions noted in the job post, we do know the company has restricted hiring to only certain states in the past. We will update this post if we learn that there are limitations.
Pay:
- Hourly Pay rate: $15 an hour “with tenure- based increases as early as 6 months.”
- Quarterly performance bonus of up to $2,000
- Referral Bonus of $500 per eligible referral
What Does a Service Associate Do?
Demonstrates Reliability: Attendance and commitment to being present for your full shift each day is crucial. This helps ensure we’re ready and available to help our customers when they need us most. For unexpected events or issues, we require our associates to be proactive in their communication and planning whenever possible.
Handles a High Volume of Contacts: You will handle an estimated 50-60 phone calls per shift. This is a fast paced environment and highly structured. There is little down time in this position as you are typically on back to back calls during your shift.
Meets Our High Performance Bar: You’ll work to exceed customer satisfaction, excel in meeting customer service efficiency metrics, and other responsibilities as assigned.
Engages Customers: You’ll need a passion for people. You’ll be the voice of Wayfair and work to build a relationship with customers who contact us by inbound phone call, chats, and emails. Topics can range from returns, replacements, delivery, product availability, order status, and more.
Listens Actively and Shows Empathy: You will actively listen to understand relevant customer information to find the best way to solve their problem quickly and thoroughly.
De-Escalates Customer Concerns: Most customers contact us because they’ve had a problem and need your help. You will use your conflict management skills to balance the needs of the customer with the options from the business while always maintaining a professional composure.
Problem Solves: Solutions aren’t a one-size-fits-all approach so customer service associates do not read from pre-populated scripts. You will be given a level of autonomy to help customers find the right solution. You’ll need to think analytically to solve customer problems in a first contact resolution approach.
Multitasks: You’ll need to juggle navigating multiple browsers, tabs, tools, and screens in order to quickly and effectively answer questions. The ideal customer service representative will be familiar with computers and can effectively navigate technology on a daily basis.
Escalates Systemic Issues: Help us continuously improve. You’ll identify areas where improvement is needed and share those trends with leadership.
A Computer is Provided for this Role!
APPLY HERE - CLICK HERE
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