Virtual Senior Customer Service Associate

Wayfair LLC; United States; Remote; USD 38,000 - 52,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

Dental Insurance

401(k) with company match

Paid Time Off

Paid Holidays

Parental Leave

Tuition Reimbursement

Employee Discount

Volunteer Day

Job summary

Wayfair LLC is seeking a Senior Customer Service Associate for a 100% virtual, full-time position. Shifts cover 8-hour blocks between 8:00 AM and 10:00 PM EST with two days off.

The role offers an hourly starting rate of $18.60 plus quarterly bonuses up to $2,200 and a $500 referral bonus, with full benefits and a focus on delivering a best-in-class customer experience. You will handle post-order inquiries on shipping, returns, replacements, and order status, engaging with customers in a

Qualifications

• Must be 18 years or older.
• High School Diploma, GED, or equivalent.
• English language proficiency required.
• Training is mandatory with no time off during training period.
• Candidates must pass a skills assessment.

Responsibilities

• Provide a high-level customer experience via calls, chats, and emails.
• Handle 50–60 contacts per shift in a fast-paced environment.
• Aim for first contact resolution and meet performance metrics.
• Escalate systemic issues and share trends with leadership.
• Navigate multiple tools and systems to find solutions for customers.

Skills

Customer service

Multitasking

Communication

Problem solving

Tech savvy

Education

High School Diploma

Tools

Windows OS

Job description

• Full Time Position - 100% Virtual
• Schedule: Full-time, 8 hour shifts between the hours of 8:00AM- 10:00PM EST daily with two days off (one weekend day and one week day). Specific schedules and days off will be selected during the interview process on a first-come, first-served basis.
• The hourly rate for this position starts at $18.60, with the final pay rate determined by your location's zip code. In addition, you are eligible for quarterly bonuses of up to $2,200.

The Wayfair Opportunity:

At Wayfair, we believe a phenomenal customer experience combined with a supportive employee structure has resulted in our award-winning Customer Service Team.

This isn't just about taking another phone call--- this is about empowering our customers to create spaces reflecting who they are, what they need, and what they value. You'll play a crucial role by providing a best in class experience when it's most needed. Wayfair will give you the training, tools, and decision-making ability to help our customers find solutions that work best for them.

You will empathetically help customers navigate a variety of post-order issues such as: shipping questions, damages, returns, replacements, assembly services and order notifications. No scripts. No canned responses. These are true human to human interactions where you can make a meaningful impact. Wayfair will invest in you with continuous development, career opportunities, and will surround you with a team of great people.

What Does a Senior Customer Service Associate Do?

• Demonstrate Reliability: Attendance and commitment to being present and on time for your full shift each day is crucial. This helps ensure we're ready and available to help our customers when they need us most. For unexpected events or issues, we require our representatives to be proactive in their communication and planning whenever possible.
• Handle a High Volume of Contacts: You will handle an estimated 50-60 phone calls per shift. This is a fast paced environment and highly structured. There is little down time in this position as you are typically on back to back calls during your shift.
• Meet Our High Performance Bar: You'll work to exceed customer satisfaction, excel in meeting customer service efficiency metrics, and other responsibilities as assigned.
• Professionally Engage Customers: You'll need a passion for people. You'll be the voice of Wayfair and work to build a relationship with customers who contact us by inbound phone call, chats, and emails. Topics can range from returns, replacements, delivery, product availability, order status, and more.
• Listen Actively and Show Empathy: You will actively listen to understand customer concerns and leverage internal resources to find the best solution to thoroughly address their problem.
• De-Escalate Customer Concerns: Most customers contact us because they've had a problem and need your help. You will use your conflict management skills to balance the needs of the customer with the options from the business while always maintaining a professional composure.
• Problem Solve: Solutions aren't a one-size-fits-all approach so customer service representatives do not read from pre-populated scripts. You will be given a level of autonomy to help customers find the right solution. You'll need to think analytically to solve customer problems in a first contact resolution approach.
• Be Tech Savvy & Multitask: You'll need to juggle navigating multiple browsers, tabs, tools, and screens in order to quickly and effectively answer questions. The ideal customer service representative will be familiar with computers and can effectively navigate technology on a daily basis, and enjoys learning new programs.
• Escalate Systemic Issues: Help us continuously improve. You'll identify areas where improvement is needed on behalf of Wayfair customers and share any trends with leadership.

What are the Pay & Benefits?

Pay:

• The base pay for this position starts at $18.60 per hour. The base pay offered may vary depending on location.
• Quarterly Performance Bonuses (up to $2,200)
• Referral Bonus of $500 per eligible referral

Benefits:

• Health, Vision and Dental Insurances (coverage starts on Day 1!)
• 401(k) with company match up to 4%
• Paid Time Off (start accruing time immediately)
• 7 Paid Federal Holidays and 1 Floating Holiday
• Paid / Unpaid Parental Leave options
• Eligible Tuition Reimbursement (up to $5,250)
• Wayfair Employee Discount
• Volunteer Day for Community Service (Paid Day Off)

What are the Requirements?

• You must be 18 years of age or older.
• You must hold a High School Diploma, GED, or equivalent.
• You must be able to read, write and understand the following languages: English.
• A knowledge of working within Windows Operating Systems or equivalent.
• Wayfair wants to ensure your success, this is why our training is 100% mandatory. We are unable to accommodate any misses, time off, or tardiness during this time.
• Qualified applicants will be required to pass the candidate assessment to proceed with the interview process.