Experienced Virtual Customer Service Associate – Home & Garden Industry E-Commerce Support Specialist

About Us:

Wayfair is one of the world's largest online destinations for the home, offering a vast selection of products across various categories, including Home & Garden, Home Decor, and Furniture. Our mission is to provide an exceptional customer experience, and we're looking for talented individuals to join our award-winning Customer Service team.

Job Summary:

We're seeking an experienced Virtual Customer Service Associate to join our team. As a key member of our customer-facing team, you'll be responsible for providing top-notch support to our customers via phone, chat, and email. You'll work in a fast-paced environment, using your problem-solving skills and empathy to resolve customer issues efficiently and effectively.

Key Responsibilities:

• Handle High-Volume Contacts: You'll be responsible for handling an estimated 50-60 phone calls per shift, providing exceptional customer service and resolving issues in a timely and professional manner.
• Meet Performance Bar: You'll work to exceed customer satisfaction, excel in meeting customer service efficiency metrics, and other responsibilities as assigned.
• Engage Customers: You'll build relationships with customers, providing personalized support and solutions to their problems.
• Listen Actively and Show Empathy: You'll actively listen to understand customer concerns and provide empathetic responses to resolve issues.
• De-Escalate Customer Concerns: You'll use conflict management skills to balance customer needs with business options while maintaining a professional composure.
• Problem Solve: You'll use analytical thinking to resolve customer problems in a first-contact resolution approach, without relying on pre-populated scripts.
• Multitask: You'll navigate multiple browsers, tabs, tools, and screens to quickly and effectively answer customer questions.
• Escalate Systemic Issues: You'll identify areas for improvement and share trends with leadership to help us continuously improve our services.

Requirements:

To be successful in this role, you'll need:

• High School Diploma or Equivalent: You must hold a high school diploma or equivalent.
• Age Requirement: You must be at least 18 years old.
• Computer Skills: You'll need a basic knowledge of working within Windows Operating Systems or equivalent.
• Private Workspace: You'll require a private and dedicated workspace free from distractions and noise.
• Internet Speed: You'll need to hardwire your computer to a modem with minimum internet speeds of 25Mbps (download) and 5Mbps (upload).

Preferred Qualifications:

We're looking for candidates with:

• Customer Service Experience: Previous experience in customer-facing roles, preferably in a fast-paced environment.
• Problem-Solving Skills: Ability to think analytically and resolve customer problems efficiently.
• Communication Skills: Excellent verbal and written communication skills, with the ability to build rapport with customers.
• Technical Skills: Familiarity with computers and ability to navigate technology on a daily basis.

Compensation and Benefits:

We offer a competitive salary, with opportunities for tenure-based increases. You'll also receive:

• Quarterly Performance Bonus: Up to $2,000 per quarter.
• Referral Bonus: $500 per eligible referral.
• Health, Vision, and Dental Insurance: Coverage starts on Day 1.
• 401(k) with Company Match: Up to 4% company match.
• Paid Time Off: Accrue time immediately.
• 7 Paid Federal Holidays and 1 Floating Holiday: Enjoy time off to relax and recharge.
• Paid/Unpaid Parental Leave Options: Support for new parents.
• Eligible Tuition Reimbursement: Up to $5,250.
• Wayfair Employee Discount: Enjoy discounts on Wayfair products.
• Volunteer Day for Community Service: Paid day off to give back to the community.

Career Growth Opportunities:

We're committed to helping you grow and develop your career. As a Virtual Customer Service Associate, you'll have opportunities to:

• Develop New Skills: Receive training and development opportunities to enhance your skills and knowledge.
• Take on New Challenges: Progress to more senior roles or take on additional responsibilities.
• Build a Career: Enjoy a long-term career with a company that values its employees.

Work Environment and Company Culture:

We're a fast-paced and dynamic environment, with a focus on customer satisfaction and employee growth. Our company culture values:

• Empathy and Understanding: We care about our customers and employees, and strive to create a supportive and inclusive environment.
• Collaboration and Teamwork: We work together to achieve our goals and support each other in our roles.
• Continuous Learning: We're committed to ongoing learning and development, to stay ahead of the curve and deliver exceptional results.

How to Apply:

If you're passionate about customer service and want to join a dynamic team, apply now! We can't wait to hear from you.