Customer Service Pro: Empathetic Support Specialist

Wayfair; Augusta (ME); On-site; USD 23,419 - 31,684; Full time

Benefits offered by this job

Health, vision, and dental

401(k) matching

Paid time off

Parental leave

Educational reimbursement

Employee discounts

Volunteer day

Career development

Dedicated training

Job summary

Wayfair is seeking a Customer Service Representative in Augusta, USA to handle inbound calls, chats, and emails while delivering empathetic, solution-focused support. You will address orders, returns, deliveries, and product availability with a focus on first-contact resolution.

The role emphasizes reliability, strong attendance, and the ability to navigate multiple systems to assist customers effectively. Training and ongoing development are provided.

Qualifications

• Minimum 18 years of age or older.
• High school diploma, GED, or equivalent.
• Proficiency with Windows-based systems used on the job.
• Excellent attendance required during the first three weeks.
• May be required to pass a candidate assessment.

Responsibilities

• Demonstrate reliability with consistent attendance and full-shift coverage.
• Handle a high volume of contacts via calls, chats, and emails per shift.
• Meet or exceed customer satisfaction and other metrics.
• Provide personalized assistance across returns, deliveries, order status, and more.
• Listen actively, show empathy, and resolve problems quickly.
• De-escalate issues while maintaining professionalism.
• Strive for first-contact resolution without scripts or canned responses.
• Multitask across multiple browsers and systems to answer questions.
• Identify recurring issues and report trends to management.

Skills

Customer service

Active listening

Empathy

First-contact resolution

Education

High school diploma or equivalent

Tools

Windows-based systems

Job description

Wayfair is seeking a Customer Service Representative in Augusta, USA to handle inbound calls, chats, and emails while delivering empathetic, solution-focused support. You will address orders, returns, deliveries, and product availability with a focus on first-contact resolution.

The role emphasizes reliability, strong attendance, and the ability to navigate multiple systems to assist customers effectively. Training and ongoing development are provided.