Customer Support Specialist — Fast-Paced, Growth & Benefits

Wayfair; Helena (MT); Sur place; USD 28 000 - 33 000; Plein temps

Avantages offerts par ce poste

Vision insurance

Dental insurance

Health insurance (Day 1)

401(k) with company match

Paid time off

Holidays and floating holiday

Parental leave

Résumé du poste

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.

Responsabilités

• 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.

Formation

Bachelor's degree, GED, or equivalent

Outils

Windows OS

Description du poste

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.