Hourly Pay rate: Starts at $15.60 an hour with a cost of living adjustment and tenure based increases as early as 6 months. You’ll identify areas where improvement is needed and share those trends with leadership. The ideal customer service representative will be familiar with computers and can effectively navigate technology on a daily basis.Įscalates Systemic Issues: Help us continuously improve. Multitasks: You’ll need to juggle navigating multiple browsers, tabs, tools, and screens in order to quickly and effectively answer questions. You’ll need to think analytically to solve customer problems in a first contact resolution approach. You will be given a level of autonomy to help customers find the right solution. Problem Solves: Solutions aren’t a one-size-fits-all approach so customer service associates do not read from pre-populated scripts. 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. 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.ĭe-Escalates Customer Concerns: Most customers contact us because they’ve had a problem and need your help. Topics can range from returns, replacements, delivery, product availability, order status, and more. 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. Meets Our High Performance Bar: You’ll work to exceed customer satisfaction, excel in meeting customer service efficiency metrics, and other responsibilities as assigned.Įngages Customers: You’ll need a passion for people. There is little down time in this position as you are typically on back to back calls during your shift. This is a fast paced environment and highly structured. Handles a High Volume of Contacts: You will handle an estimated 50-60 phone calls per shift. For unexpected events or issues, we require our associates to be proactive in their communication and planning whenever possible. This helps ensure we're ready and available to help our customers when they need us most. Wayfair will invest in you with continuous development, career opportunities, and will surround you with a team of great people.ĭemonstrates Reliability: Attendance and commitment to being present for your full shift each day is crucial. These are true human to human interactions where you can make a meaningful impact. You will empathetically help customers navigate a variety of post-order issues such as: shipping questions, damages, returns, replacements, assembly services and order notifications. Wayfair will give you the training, tools, and decision-making ability to help our customers find solutions that work best for them. You’ll play a crucial role by providing a best in class experience when it’s most needed. This isn't just about taking another phone call- this is about empowering our customers to create spaces reflecting who they are, what they need, and what they value. At Wayfair, we believe a phenomenal customer experience combined with a supportive employee structure has resulted in our award-winning Customer Service Team.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |