Customer Service Associate
Posted on: August 8, 2022
This is an office-based role. You will be required to physically
report to our Wayfair contact center in Brunswick, Maine.
The Wayfair Opportunity:
At Wayfair, we believe a phenomenal customer experience combined
with a supportive employee structure has resulted in our
award-winning Customer Service Team.
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. You'll play a crucial role by
providing a best in class experience when it's most needed. Wayfair
will give you the training, tools, and decision-making ability to
help our customers find solutions that work best for them.
You will empathetically help customers navigate a variety of
post-order issues such as: shipping questions, damages, returns,
replacements, assembly services and order notifications. No
scripts. No canned responses. These are true human to human
interactions where you can make a meaningful impact. Wayfair will
invest in you with continuous development, career opportunities,
and will surround you with a team of great people.
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
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
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
What are the Pay & Benefits?:
Hourly rate starts at $16.35 per hour with the opportunity to earn
up to to the equivalent of $20.58 per hour through our quarterly
bonus incentive program.
Referral bonus of $500 for each hired referral
$100 gas card provided during the first month of employment!
Health, Vision and Dental Insurances (coverage starts on Day
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?:
You must be 18 years of age or older.
You must hold a High School Diploma, GED, or equivalent.
A knowledge of working within Windows Operating Systems or
All individuals working on premise in U.S. Contact Centers are
required to be fully vaccinated and must provide proof of
vaccination prior to their start date.
Wayfair wants to ensure your success. This is why our training is
100% mandatory. We are unable to accommodate any misses, days off,
or tardiness during this time.
About Wayfair Inc.
Wayfair is one of the world's largest online destinations for the
home. Whether you work in our global headquarters in Boston or
Berlin, or in our warehouses or offices throughout the world, we're
reinventing the way people shop for their homes. Through our
commitment to industry-leading technology and creative
problem-solving, we are confident that Wayfair will be home to the
most rewarding work of your career. If you're looking for rapid
growth, constant learning, and dynamic challenges, then you'll find
that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We're
a community of innovators, risk-takers, and trailblazers who
celebrate our differences, and know that our unique perspectives
make us stronger, smarter, and well-positioned for success. We
value and rely on the collective voices of our employees,
customers, community, and suppliers to help guide us as we build a
better Wayfair - and world - for all. Every voice, every
perspective matters. That's why we're proud to be an equal
opportunity employer. We do not discriminate on the basis of race,
color, ethnicity, ancestry, religion, sex, national origin, sexual
orientation, age, citizenship status, marital status, disability,
gender identity, gender expression, veteran status, or genetic
Keywords: Wayfair, New England , Customer Service Associate, Hospitality & Tourism , Bath, Northeast
Didn't find what you're looking for? Search again!