Remote Bilingual Customer Service Specialist

Wayfair; Springfield (IL); Remote; USD 27,552 - 41,328; Full time

Benefits offered by this job

Health, vision, and dental insurance

401(k) plan with company match

Job summary

Wayfair is hiring a Customer Service Consultant for a remote position in the Springfield area. The role involves assisting customers via phone, chat, and email, handling returns, replacements, and delivery inquiries while maintaining a professional, calm demeanor.

The ideal candidate is bilingual in Spanish and English, at least 18 years old, with a high school diploma or GED; a bachelor’s degree is preferred, and a reliable home setup with internet access is required.

Qualifications

• Must be at least 18 years old.
• Bilingual in Spanish and English (reading, writing, and speaking).
• High school diploma or GED; bachelor’s degree preferred.

Responsibilities

• Handle 50–60 inbound calls per shift in a high-volume environment.
• Provide assistance across multiple channels: phone, chat, and email for returns, replacements, delivery and product availability.
• Resolve customer issues with first-touch resolution when possible without relying on scripts.
• Demonstrate empathy and active listening to understand customer concerns and provide solutions.
• Escalate systemic or complex issues to improve processes and customer experience.
• Multitask across multiple browsers, tools, and screens to answer questions quickly.
• Maintain a professional, calm demeanor in all interactions.
• Participate in continuous improvement and training programs.

Skills

Spanish

English

Education

High school diploma

Job description

Wayfair is hiring a Customer Service Consultant for a remote position in the Springfield area. The role involves assisting customers via phone, chat, and email, handling returns, replacements, and delivery inquiries while maintaining a professional, calm demeanor.

The ideal candidate is bilingual in Spanish and English, at least 18 years old, with a high school diploma or GED; a bachelor’s degree is preferred, and a reliable home setup with internet access is required.