Full-Time In-Store Customer Service Specialist

Wayfair; Honolulu (HI); On-site; USD 42,000 - 65,000; Full time

Job summary

Wayfair's Physical Retail team is building the first-ever Wayfair physical store, delivering a seamless customer experience across in-person, phone, and email channels. The Customer Experience Specialist will own a specific area of this initiative, shaping how customers interact with Wayfair’s home furniture, décor, and accessories.

In this role you will address inquiries, guide customers through product information, track orders, and ensure on-time delivery while staying up-to-date with the

Qualifications

• Experience in customer service roles.
• Ability to navigate online catalogs and product details.
• Strong communication and interpersonal skills.

Responsibilities

• Provide excellent customer service via phone, email, and in person.
• Develop deep knowledge of Wayfair product catalog and features.
• Resolve customer issues by coordinating with logistics and product teams.
• Assist with order processing, cancellations, returns, and exchanges per policy.
• Communicate clearly with customers and keep them informed about order status.
• Collect and analyze customer feedback to drive improvements.
• Adhere to Wayfair policies and procedures at all times.

Skills

Customer service mindset

Multichannel support

Effective communication

Product knowledge

Problem solving

Order management

Policy adherence

Tools

CRM software

Order tracking tools

Job description

Brief Overview of Position

Wayfair's Physical Retail team is reinventing the shopping experience for Home by curating our portfolio of furniture, décor, housewares, and home improvement categories into one store - come be a part of it! We are seeking a Customer Experience Specialist to help launch all customer experience components and functions in the very first physical retail store.

The Retail Customer Experience Specialist position at Wayfair delivers outstanding customer service through various communication channels, including in-person, phone, and email. As a specialist, you will have a dedicated focus on a specific area/initiative, and your ownership of this domain will directly impact the business's growth and customer experience model.

The Customer Experience Specialist addresses customer inquiries and concerns promptly and professionally, assisting them with navigating the Wayfair website, placing orders, and understanding product details. Specialists collaborate with internal teams to resolve order-related issues, track shipments, and ensure timely deliveries. The Specialist is responsible for staying up-to-date on Wayfair's extensive product catalog and effectively communicating product information to customers. Specialist responsibilities also include handling order processing, cancellations, returns, and exchanges in line with company policies. The Specialist also gathers customer feedback collection and analysis and contributes to continuous improvement initiatives.

Specialists are expected to adhere to Wayfair's policies and procedures while utilizing customer service tools to maintain accurate records.

Location: Wilmette, IL

Essential Functions

• Customer Support: Provide excellent customer service through various channels, including phone and email. Address customer inquiries, concerns, and issues promptly and professionally. Assist customers with order tracking, product information, and general inquiries.
• Product Knowledge: Develop a deep understanding of Wayfair's product catalog to effectively assist customers in their product selection. Stay updated on new product releases, features, and specifications.
• Problem Resolution: Resolve customer complaints and issues by collaborating with other departments, such as logistics or product teams, to ensure timely and satisfactory resolutions.
• Order Management: Assist customers with order processing, cancellations, returns, and exchanges. Collaborate with the logistics team to track shipments and ensure on-time delivery.
• Communication: Communicate effectively with customers, providing clear and concise information. Keep customers informed about the status of their orders and any potential delays.
• Customer Feedback: Collect and analyze customer feedback to identify areas for improvement in products, services, or processes. Share feedback with relevant teams to contribute to continuous improvement.
• Policy Adherence: Ensure adherence to Wayfair's policies and procedures while assisting customers. Keep up-to-date with any changes in company policies.