Wayfair Customer Service Jobs Apply In US ( Customer Service Representative )

Wayfair; Augusta (ME); On-site; USD 23,419 - 31,684; Full time

Benefits offered by this job

Health, vision, and dental

401(k) matching

Paid time off

Parental leave

Educational reimbursement

Employee discounts

Volunteer day

Career development

Dedicated training

Job summary

Wayfair is seeking a Customer Service Representative in Augusta, USA to handle inbound calls, chats, and emails while delivering empathetic, solution-focused support. You will address orders, returns, deliveries, and product availability with a focus on first-contact resolution.

The role emphasizes reliability, strong attendance, and the ability to navigate multiple systems to assist customers effectively. Training and ongoing development are provided.

Qualifications

• Minimum 18 years of age or older.
• High school diploma, GED, or equivalent.
• Proficiency with Windows-based systems used on the job.
• Excellent attendance required during the first three weeks.
• May be required to pass a candidate assessment.

Responsibilities

• Demonstrate reliability with consistent attendance and full-shift coverage.
• Handle a high volume of contacts via calls, chats, and emails per shift.
• Meet or exceed customer satisfaction and other metrics.
• Provide personalized assistance across returns, deliveries, order status, and more.
• Listen actively, show empathy, and resolve problems quickly.
• De-escalate issues while maintaining professionalism.
• Strive for first-contact resolution without scripts or canned responses.
• Multitask across multiple browsers and systems to answer questions.
• Identify recurring issues and report trends to management.

Skills

Customer service

Active listening

Empathy

First-contact resolution

Education

High school diploma or equivalent

Tools

Windows-based systems

Job description

Job Overview

Company Name: Wayfair

Position: Customer Service Representative

Location: Augusta, USA

Salary: $20 per hour

Responsibilities

• Demonstrate reliability: Consistent attendance and commitment to covering the full shift.
• Manage a high volume of contacts: Handle 50-60 customer calls, chats, and emails per shift.
• Exceed performance bar: Meet or exceed customer satisfaction and other assigned metrics.
• Engage customers: Build a rapport through inbound telephone calls, chats, and emails covering returns, replacements, delivery, product availability, order status, and more.
• Listen actively and show empathy: Understand customer facts to resolve problems quickly and thoroughly.
• De‑escalate client worries: Use conflict‑resolution skills to calm upset customers while maintaining a professional demeanor.
• Provide solutions: Offer personalized answers rather than relying on scripts or canned responses, aiming for first‑contact resolution.
• Multitask: Navigate multiple browsers, tabs, and systems efficiently to answer questions.
• Escalate systemic issues: Identify areas for improvement and report trends to management.
• No scripts or canned responses; each interaction is authentic human‑to‑human.

Qualifications

• 18 years of age or older.
• High school diploma, GED, or equivalent.
• Proficiency with Windows‑based systems or an equivalent platform.
• Excellent attendance: No missed shifts, days off, or tardiness during the first three weeks.
• May be required to pass a candidate assessment.

Benefits and Development Opportunities

• Health, vision, and dental insurance (coverage starts Day 1).
• 401(k) matching up to 4% with company contributions.
• Paid time off – accrue from day one; 7 paid federal holidays plus a floating vacation day.
• Paid/unpaid parental leave options.
• Educational reimbursement up to $5,250.
• Employee discounts.
• Volunteer day with paid time off to support community initiatives.
• Continuous development and career advancement opportunities.
• Non‑stop training and support from the organization.

Disability Accommodations

Wayfair is dedicated to providing equal opportunities for all individuals, including those with disabilities. Reasonable accommodations will be offered to qualified candidates with disabilities unless they impose undue hardship on business operations. If you need accommodations during the application or interview process, please contact [e-mail].

Equal Employment Opportunity Statement

We are an equal‑opportunity employer and do not discriminate on the basis of race, color, ethnicity, ancestry, faith, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.