Our current hours of operation (all ET) are 8:00 am - 12:00 am Monday through Friday, 8:00 am - 8:00 pm on Saturday and 9:00 am to 6:00 pm on Sunday.
What Does a Digital Service Associate Do?
Independently troubleshoot, problem solve and resolve customer service inquiries while building a relationship with the customer
Provide service to customers on multiple channels (Chat and Mobile messaging, as your role progresses or based on business needs, you may also engage with customers via other methods) to provide assistance with post-order issues such as returns, replacements, refunds, delivery status, back order inquiries, and any other issues that may arise in the order fulfillment process
Exceed customer satisfaction, efficiency metrics and issue resolution targets
Continuously look for areas of improvement and communicate trends in customer calls to leadership as appropriate
Simultaneously navigate multiple customer conversations using software applications and Wayfair tools/resources
Demonstrate negotiation and conflict management skills and maintain professional composure
Demonstrate excellent verbal and written communication using multiple channels and platforms.
What you’ll need:
Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
Resourcefulness & ability to independently problem solve
Ability to work with multiple customers simultaneously while appropriately prioritizing and engaging with their issues.
Excellent relationship building skills with a passion for helping others
Strong organization and multi-tasking skills
A successful track record working in a high-volume environment
Regular and reliable attendance
Equivalent customer-facing work experience.
Excellent written and verbal communication skills
Strong typing skills and experience navigating computer-based tools.
What are the Pay & Benefits?:
Pay:
Hourly Pay Rate: at least $15.60 hourly depending on location (tenure increases starting as early as 6 months)
Quarterly Performance Bonuses
Referral Bonus ($500 per eligible referral)
Benefits:
401(k) with company match up to 4%
Paid Time Off (start accruing time immediately)
7 Paid Federal Holidays and 1 Floating Holiday
Paid / Unpaid Parental Leave options
Eligible Tuition Reimbursement (up to $5,250)
Wayfair Employee Discount
Volunteer Day for Community Service (Paid Day Off)
What are the Requirements?
Be able to work at least 1 weekend day, for a total of 20 hours per week
You must be 18 years of age or older.
You must hold a High School Diploma, GED, or equivalent.
You will be required to hardwire your computer to a modem with minimum internet speeds of 25Mbps (download) and 5Mbps (upload). Wireless (WiFi) access is not permitted for use. All other necessary computer equipment and accessories are provided by Wayfair.
A knowledge of working within Windows Operating Systems or equivalent.
A private and dedicated workspace free of any distractions (roommates, children, spouses, pets, etc.) or noise (radio, tv, etc.)
Wayfair wants to ensure your success, this is why our training is 100% mandatory. We are unable to accommodate any misses, time off, or tardiness during this time.
Qualified applicants will be required to pass the candidate assessment to proceed with the interview process.
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