Customer Service Chat Jobs

The Wayfair Opportunity:

At Wayfair, we care about our customers! Our award-winning Customer Service Team leverages technology and human empathy to build customer trust and loyalty.

Over the past few years, teams from across the service organization have been investing in the future of our digital service channels, chat and mobile messaging. Should you choose to join the team, you are joining at an incredibly exciting time as we continue to invest in and scale a digital presence for our customers! You each will bring unique perspectives and experience; working closely within your teams, across our Site and with our cross-functional teams, you all will lead the way in refining our approach to connecting with customers when and where they would like to speak with us. Our current hours of operation (all ET) are 8:00 am - 12:00 am Monday through Friday, 8:00 am - 8:00 pm on Saturdayand 9:00 am to 6:00 pm on Sunday.

What Does a DigitalService AssociateDo?

• Continuously look for areas of improvement and communicate trends in customer calls to leadership as appropriate
• Exceed customer satisfaction, efficiency metrics and issue resolution targets
• Demonstrate negotiation and conflict management skills and maintain professional composure
• Independently troubleshoot, problem solve and resolve customer service inquiries while building a relationship with the customer
• Provide service to customers on multiple channels (Chat and Mobile messaging, as your role progresses or based on business needs, you may also engage with customers via other methods) to provide 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
• Demonstrate excellent verbal and written communication using multiple channels and platforms.
• Simultaneously navigate multiple customer conversations using software applications and Wayfair tools/resources

What you’ll need:

• Ability to work with multiple customers simultaneously while appropriately prioritizing and engaging with their issues.
• Excellent written and verbal communication skills
• Regular and reliable attendance
• Strong typing skills and experience navigating computer-based tools.
• Excellent relationship building skills with a passion for helping others
• Equivalent customer-facing work experience.
• Resourcefulness & ability to independently problem solve
• A successful track record working in a high-volume environment
• Strong organization and multi-tasking skills
• Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment

Benefits:

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

What are the Requirements?

• A knowledge of working within Windows Operating Systems or equivalent.
• A private and dedicated workspace free of any distractions (roommates, children, spouses, pets, etc.) or noise (radio, tv, etc.)
• You will be required to hardwire your computer to a modem with minimum internet speeds of 25Mbps (download) and 5Mbps (upload). Wireless (WiFi) access is not permitted for use. All other necessary computer equipment and accessories are provided by Wayfair.
• You must hold a High School Diploma, GED, 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.
• Be able to work at least 1 weekend day, for a total of 20 hours per week
• You must be 18 years of age or older.
• Qualified applicants will be required to pass the candidate assessment to proceed with the interview process.

About Wayfair Inc.

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.

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, genetic information, or any other legally protected characteristic.