( Customer Service Representative ) Wayfair Customer Service Job, Wayfair Online Part Time @ Ge[...]

Wayfair; Helena (MT); On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Vision insurance

Dental insurance

Health insurance (Day 1)

401(k) with company match

Paid time off

Holidays and floating holiday

Parental leave

Job summary

Wayfair in Helena, MT, seeks a customer support specialist to handle high-volume inquiries across phone, chat, and email. The role emphasizes reliability, empathy, and rapid problem solving to keep customers informed on returns, orders, and shipping.

You will work in a fast-paced environment, meeting performance targets and maintaining composure while assisting customers through multiple channels and tools.

Qualifications

• Minimum age 18 years or older.
• Educational requirement: bachelor’s degree, GED, or equivalent.
• Knowledge of Windows operating systems or comparable environments.
• Must adhere to strict attendance expectations during the first three weeks of work.
• Candidates may skip the initial assessment if they hold an existing certification.

Responsibilities

• Demonstrate reliability: maintain punctual attendance and dedicate yourself to each shift, ensuring preparedness to assist customers.
• Handle an expected high volume of contacts, averaging 50-60 inbound phone calls per shift, requiring a fast-paced and structured approach.
• Meet performance benchmarks, exceeding client satisfaction metrics and completing assigned tasks efficiently.
• Engage customers across multiple channels (phone, chat, email) and build rapport while addressing issues such as returns, replacements, shipping, product availability, and order status.
• Listen actively and show empathy, understanding customer needs and guiding them toward a resolution.
• De-escalate customer issues, using conflict-resolution skills to calm customers and maintain professional composure.
• Problem-solve independently, avoiding scripted responses and finding tailored solutions on first contact.
• Multitask effectively, navigating multiple browsers, tabs, and system tools to assist customers efficiently.
• Escalate systemic or recurring problems to help identify areas for improvement and report trends to management.

Education

Bachelor's degree, GED, or equivalent

Tools

Windows OS

Job description

Job Responsibilities

• Demonstrate reliability: maintain punctual attendance and dedicate yourself to each shift, ensuring preparedness to assist customers.
• Handle an expected high volume of contacts, averaging 50-60 inbound phone calls per shift, requiring a fast‑paced and structured approach.
• Meet performance benchmarks, exceeding client satisfaction metrics and completing assigned tasks efficiently.
• Engage customers across multiple channels (phone, chat, email) and build rapport while addressing issues such as returns, replacements, shipping, product availability, and order status.
• Listen actively and show empathy, understanding customer needs and guiding them toward a resolution.
• De‑escalate customer issues, using conflict‑resolution skills to calm customers and maintain professional composure.
• Problem‑solve independently, avoiding scripted responses and finding tailored solutions on first contact.
• Multitask effectively, navigating multiple browsers, tabs, and system tools to assist customers efficiently.
• Escalate systemic or recurring problems to help identify areas for improvement and report trends to management.

Pay & Benefits

• Hourly pay rate: $20.00 (increases after 6 months).
• Quarterly performance bonuses up to $200.
• Referral bonus of $500 for eligible referrals.
• Benefits: vision, dental, and health insurance (coverage starts Day1).
• 401(k) with company match up to 4%.
• Paid time off, accruing immediately; 7 paid federal holidays and 1 floating holiday.
• Paid and unpaid parental leave options.
• Tuition reimbursement up to $5,250.
• Employee discount and volunteer day with paid time off.
• Opportunities for growth and development.

Requirements

• Minimum age: 18 years or older.
• Educational requirement: bachelor’s degree, GED, or equivalent.
• Knowledge of Windows operating systems or comparable environments.
• Must adhere to strict attendance expectations during the first three weeks of work.
• Candidates may skip the initial assessment if they hold an existing certification.

Equal Employment Opportunity

Wayfair is an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, national origin, religion, sex, gender identity, gender expression, sexual orientation, age, disability, or any other characteristics protected by law. We are committed to providing reasonable accommodations for people with disabilities in accordance with applicable law.

Additional Information

For further details about applying to Wayfair, visit the company's FAQ page or contact the hiring team.