At Wayfair, we are passionate about helping people create a home they love. As a Customer Service Representative (Remote), you will be the first point of contact for our customers, assisting them with inquiries, troubleshooting, and resolving issues. You will provide an exceptional customer experience while embodying Wayfair core values of respect, teamwork, and innovation. If you are a problem-solver with a passion for helping people, we wouldd love to hear from you.

Key Responsibilities:

• Customer Support: Respond to customer inquiries via phone, email, or live chat, providing solutions for various issues, such as product information, order status, returns, and refunds.
• Issue Resolution: Troubleshoot and resolve order and product issues, ensuring a positive outcome for the customer.
• Product Knowledge: Maintain an in-depth knowledge of Wayfair product offerings, policies, and systems to provide accurate and timely assistance.
• Customer Experience: Strive to create an outstanding customer experience by demonstrating empathy, patience, and professionalism in all interactions.
• Documentation: Accurately log and document customer interactions in our CRM system, tracking issues and resolutions to ensure efficient follow-up.
• Collaboration: Work closely with cross-functional teams to escalate and resolve complex customer concerns, ensuring all issues are handled swiftly and professionally.

Required Qualifications:

• Education & Experience: High school diploma or equivalent; 1-2 years of customer service experience preferred, particularly in an e-commerce or retail environment.
• Skills: Excellent communication skills (both verbal and written); strong problem-solving abilities; ability to stay calm and collected under pressure.
• Tech-Savvy: Comfortable navigating multiple software applications, including CRM tools and order management systems.
• Customer-Centric: Passion for helping others and delivering an exceptional customer experience.
• Adaptability: Ability to work in a fast-paced, ever-changing environment and manage multiple tasks simultaneously.

Preferred Qualifications:

• Previous experience in a remote customer service role.
• Familiarity with e-commerce platforms and order fulfillment processes.
• Bilingual skills (Spanish, French, etc.) are a plus.
• Experience with Zendesk or similar customer service software is a bonus.

Job Details:

• Job Type: Full-time
• Location: Remote (U.S.-based)
• Salary Range: Competitive pay based on experience, with performance-based incentives.
• Work Hours: Flexible schedules, including evening and weekend shifts to accommodate customer needs.

Perks and Benefits:

• Health & Wellness: Comprehensive medical, dental, and vision insurance options.
• Retirement Plans: 401(k) plan with company match.
• Paid Time Off: Generous PTO policy, including vacation, sick days, and holidays.
• Professional Development: Access to continuous learning opportunities and career growth.
• Work-Life Balance: Flexible work hours to help you maintain a healthy work-life balance.
• Employee Discounts: Exclusive discounts on Wayfair products for employees.
• Wellness Programs: Access to virtual wellness programs, including fitness classes and mental health resources.

Why Wayfair?

At Wayfair, we believe that a diverse and inclusive workplace leads to more innovation and success. Our team is made up of individuals who value creativity, collaboration, and the opportunity to make a difference. Whether you are starting your career or advancing in it, Wayfair offers a dynamic and supportive environment where you can thrive.

We foster a culture of respect, where every team member is valued and encouraged to grow. We are passionate about home improvement and helping our customers make their houses a home, and we want you to join us on this journey.

How to Apply:

Ready to make a difference at Wayfair? We would love to have you on our team! To apply, click the Apply Now button and submit your resume. Our hiring team will review applications on a rolling basis, so do not delay – apply today!

Application Deadline: Ongoing – Apply as soon as possible!