Customer Support Specialist — Fast-Paced Growth

Wayfair

Harrisburg (Dauphin County)

Remote

USD 23,419 - 31,684

Full time

14 days+

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Benefits offered by this job

Medical insurance

Vision & Dental

401(k)

PTO

Holidays

Parental leave

Tuition reimbursement

Volunteer day

Career growth

Job summary

Wayfair is seeking a Customer Service Representative to empower customers by assisting with order issues such as shipping, damages, returns and service notifications. You will handle a typical workload across phone, chat and email channels in a fast-paced setting with no scripts.

You must be 18+, possess a HS diploma or GED, and be proficient with Windows. Training is provided and punctuality for the initial weeks is required. This role offers growth opportunities within Wayfair.

Qualifications

18+ years old with HS diploma or GED.
Ability to handle 50–60 calls per shift in a fast-paced environment.
Competency with Windows operating systems.
100% training is provided during the initial weeks.
Candidates must maintain a strict schedule with no missed days or tardiness during the first three weeks.

Responsibilities

Reliability: demonstrate consistent attendance and presence for the full shift.
High-volume handling: manage a predicted 50–60 calls per shift with minimal downtime.
Performance metrics: exceed customer satisfaction and other service metrics.
Customer engagement: build relationships via inbound phone, chat, and email.
Active listening & empathy: focus on customers’ concerns to find optimal resolutions.
De-escalation: maintain composure and balance customer needs with policies.
Problem solving: identify and implement the best solution independently.
Multitasking: navigate multiple browsers, tabs, and applications to respond promptly.
Escalations: report systemic issues and collaborate for improvements.