Customer Service Associate - Hiring Immediately
Company: Wayfair
Location: Layton
Posted on: August 6, 2022
|
|
Job Description:
Job Description This is an office-based role. You will be
required to physically report to our Wayfair contact center in
Layton, Utah. \n The Wayfair Opportunity: \n At Wayfair, we believe
a phenomenal customer experience combined with a supportive
employee structure has resulted in our award-winning Customer
Service Team. \n 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. \n 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. \n \n What Does a Service Associate Do?: \n \n \n \n
Demonstrates Reliability: Attendance and commitment to being
present 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 associates to
be proactive in their communication and planning whenever possible.
\n Handles 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. \n Meets
Our High Performance Bar: You---ll work to exceed customer
satisfaction, excel in meeting customer service efficiency metrics,
and other responsibilities as assigned. \n Engages 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. \n Listens Actively and Shows Empathy: You will
actively listen to understand relevant customer information to find
the best way to solve their problem quickly and thoroughly. \n
De-Escalates 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. \n Problem Solves: Solutions aren---t a
one-size-fits-all approach so customer service associates 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. \n Multitasks: 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. \n Escalates
Systemic Issues: Help us continuously improve. You---ll identify
areas where improvement is needed and share those trends with
leadership. \n \n \n \n What are the Pay & Benefits?: \n Pay: \n \n
Hourly rate starts at $16.00 per hour with the opportunity to earn
up to the equivalent of $20.23 per hour through our quarterly bonus
incentive program. \n Referral bonus of $500 for each hired
referral. \n $100 gas card provided during the first month of
employment \n \n Schedule : \n \n Monday - Friday, 8:30am to
5:00pm. NO WEEKENDS \n \n Benefits: \n \n Health, Vision and Dental
Insurances (coverage starts on Day 1) \n 401(k) with company match
up to 4% \n Paid Time Off (start accruing time immediately) \n 7
Paid Federal Holidays and 1 Floating Holiday \n Paid / Unpaid
Parental Leave options \n Eligible Tuition Reimbursement (up to
$5,250) \n Wayfair Employee Discount \n Volunteer Day for Community
Service (Paid Day Off) \n \n What are the Requirements?: \n \n You
must be 18 years of age or older. \n You must hold a High School
Diploma, GED, or equivalent. \n A knowledge of working within
Windows Operating Systems or equivalent. \n All individuals working
on premise in U.S. Contact Centers are required to be fully
vaccinated and must provide proof of vaccination prior to their
start date. \n Wayfair wants to ensure your success. This is why
our training is 100% mandatory. We are unable to accommodate any
misses, days off, or tardiness during this time. \n \n \n \n \n \n
\n \n \n \n \n About Wayfair Inc. \n Wayfair is one of the
world---s largest online destinations for the home. Whether you
work in our global headquarters in Boston or Berlin, or in our
warehouses or offices throughout the world, we---re reinventing the
way people shop for their homes. Through our commitment to
industry-leading technology and creative problem-solving, we are
confident that Wayfair will be home to the most rewarding work of
your career. If you---re looking for rapid growth, constant
learning, and dynamic challenges, then you---ll find that amazing
career opportunities are knocking. \n No matter who you are,
Wayfair is a place you can call home. We---re a community of
innovators, risk-takers, and trailblazers who celebrate our
differences, and know that our unique perspectives make us
stronger, smarter, and well-positioned for success. We value and
rely on the collective voices of our employees, customers,
community, and suppliers to help guide us as we build a better
Wayfair --- and world --- for all. Every voice, every perspective
matters. That---s why we---re proud to be an equal opportunity
employer. We do not discriminate on the basis of race, color,
ethnicity, ancestry, religion, sex, national origin, sexual
orientation, age, citizenship status, marital status, disability,
gender identity, gender expression, veteran status, or genetic
information.
Keywords: Wayfair, Layton , Customer Service Associate - Hiring Immediately, Hospitality & Tourism , Layton, Utah
Click
here to apply!
|