Bilingual Customer Support Specialist

Wayfair; Boston (MA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health insurance

401(k) plan with company match

Paid time off and holidays

Parental leave

Training reimbursement

Employee discount

Volunteer day

Job summary

Wayfair is seeking a Customer Care Associate to handle a high volume of inquiries with empathy, clear communication, and problem-solving from a home office. You will resolve order questions, coordinate shipping, returns, and replacements, and provide human-centered support to customers via phone, chat, and email.

The role emphasizes reliability, attendance, and consistency in delivering excellent service while meeting performance metrics and collaborating with cross-functional teams.

Qualifications

• Must be 18 years of age or older.
• Fluency in both Spanish and English (reading, writing, and speaking).
• Possession of a college diploma, GED, or equivalent.
• Dedicated home office with a broadband connection; Wi-Fi not permitted.
• Quiet, distraction-free workspace free from roommates, pets, or noisy environments.

Responsibilities

• Address a high volume of customer contacts, handling an average of 50-60 phone calls per shift in a fast-paced environment.
• Assist customers in navigating a range of order-related issues, including shipping questions, damages, returns, replacements, assembly assistance, and order notifications.
• Resolve customer problems using internal resources without relying on scripts or canned responses, providing a genuine human-to-human interaction.
• Demonstrate reliability through attendance and punctuality, ensuring the team is fully staffed throughout each shift.
• Maintain a proactive and clear verbal exchange, planning each conversation for maximum efficiency.
• Meet and exceed performance metrics, including customer satisfaction scores and first-contact resolution rates.
• Interact with customers via inbound phone, chat, and email, exhibiting active listening and empathy to fully understand and address their concerns.
• Use conflict-resolution skills to de-escalate customer issues and keep a calm, professional demeanor while offering suitable solutions.
• Apply analytical thinking to ensure optimal resolution to each issue within the first contact.
• Multi-task effectively across multiple browsers, tabs, tools, and screens to expedite issue resolution.
• Identify system or process improvement opportunities and provide feedback to management, contributing to continuous improvement.

Skills

Bilingual Spanish/English

Education

College diploma or GED

Job description

Wayfair is seeking a Customer Care Associate to handle a high volume of inquiries with empathy, clear communication, and problem-solving from a home office. You will resolve order questions, coordinate shipping, returns, and replacements, and provide human-centered support to customers via phone, chat, and email.

The role emphasizes reliability, attendance, and consistency in delivering excellent service while meeting performance metrics and collaborating with cross-functional teams.