Remote Customer Service Chat

At Wayfair, we care about our customers! Our award-winning Customer Service Team leverages technology and human empathy to build customer trust and loyalty. From the time our customers place an order 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 a seamless delivery to the customer. In the event a customer should contact our support team via phone, email, chat, mobile messaging, or in other ways, we empower our Customer Service Team to resolve the issue. We are passionate about our customers and work to delight them on every interaction with Wayfair.

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 am - 12 am Monday through Friday, 8 am - 8 pm on Saturday and 9 am to 6 pm on Sunday.

What You'll Do

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

Exceed customer satisfaction, efficiency metrics and issue resolution targets

Continuously look for areas of improvement and communicate trends in customer calls to leadership as appropriate

Simultaneously navigate multiple customer conversations using software applications and Wayfair tools/resources

Demonstrate negotiation and conflict management skills and maintain professional composure

Demonstrate excellent verbal and written communication using multiple channels and platforms.

What You'll Need

Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment

Resourcefulness & ability to independently problem solve

Ability to work with multiple customers simultaneously while appropriately prioritizing and engaging with their issues.

Excellent relationship building skills with a passion for helping others

Strong organization and multi-tasking skills

A successful track record working in a high-volume environment

Regular and reliable attendance

Equivalent customer-facing work experience.

Excellent written and verbal communication skills

Strong typing skills and experience navigating computer-based tools.

What are the Pay & Benefits?:

Pay:

Hourly Pay rate: Starts at $15.60 an hour with a cost of living adjustment and tenure based increases as early as 6 months.

Quarterly performance bonus of 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)

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 let us know by completing our Accomodations for Applicants form.

Need Technical Assistance?

For more information about applying for a career at wayfair, visit our FAQ page here.

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.

We are interested in retaining your data for a period of 12 months to consider you for suitable positions within Wayfair. Your personal data is processed in accordance with our Candidate Privacy Notice (which can found here: https://www.wayfair.com/careers/privacy). If you have any questions regarding our processing of your personal data, please contact us at [email protected]. If you would rather not have us retain your data please contact us anytime at [email protected].