In-Store Experience & 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

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