At Wayfair, we care about our customers! Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty. From the time the customer orders with Wayfair through delivery to their home, our team works to make it easier than ever to shop for the home. The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure seamless delivery to the customer. In the event, a customer should contact our support team via phone, email, chat, social media, or other ways, we empower our Customer Service Team to resolve the issue. We are passionate about our customers and work to delight them in every interaction with Wayfair.
Shift: Tuesday-Friday 1:00 pm-10:00 pm MT; Saturday 9:00 am-6:00 pm MT
Location: This is a remote role managing our Customer Service West region. Anyone in the US is eligible to apply
What You'll Do
Manage a team of 18-20 consultants at varying skill levels
Supervise consultants answering calls and emails from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status, back order inquiries, and any other issues that may arise in the order fulfillment process
Provide extensive coaching and counseling to assist consultants in meeting customer satisfaction, resolution targets, exceeding customer expectations, building customer loyalty and taking advantage of sales opportunities
Conduct side-by-side observations and quality assurance (call monitoring) reviews
Make recommendations and/or take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process
Work closely with Talent Management and Senior Leadership to address and resolve employee issues
Effectively interview and recommend candidates for hire
Analyze trends based on historical data to close performance gaps
Respond in a professional and courteous manner to escalated customer service inquiries, requests, or complaints to reach an effective resolution.
What You'll Need
Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
Proven ability to close performance gaps
Excellent communication and relationship-building skills
Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
Bachelor’s Degree or equivalent customer-facing and management work experience
The salary range for this position is $59K-65K however, the base pay offered may vary depending on location, job-related knowledge, skills, and experience. Restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act.
Assistance for Individuals with Disabilities Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please contact candidateaccommodations@wayfair.com. Need Assistance? For more information about applying for a career at Wayfair, visit our FAQ page here.
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