Experienced Remote Chat Service Agent – Digital Service Associate for Customer Experience and Support

About Wayfair Inc.

Wayfair is one of the world's largest online destinations for the home, revolutionizing the way people shop for their homes through industry-leading technology and creative problem-solving. Our commitment to innovation, diversity, and inclusion has made us a leader in the e-commerce industry, and we're excited to welcome talented individuals to our team.

Join Our Customer Service Team

We're passionate about delivering exceptional customer experiences, and our award-winning Customer Service Team is at the forefront of this mission. As a Remote Chat Service Agent, you'll play a critical role in building customer trust and loyalty by providing timely, empathetic, and effective support through various digital channels. If you're a customer-centric individual with a passion for problem-solving and a knack for building relationships, we'd love to hear from you!

About the Role

As a Remote Chat Service Agent, you'll be responsible for:

• Independently troubleshooting, problem-solving, and resolving customer service inquiries while building a relationship with the customer
• Providing service to customers on multiple channels (Chat and Mobile messaging, with the potential to engage with customers via other methods) to assist 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
• Exceeding customer satisfaction, efficiency metrics, and issue resolution targets
• Continuously looking for areas of improvement and communicating trends in customer calls to leadership as appropriate
• Simultaneously navigating multiple customer conversations using software applications and Wayfair tools/resources
• Demonstrating conflict management skills and maintaining professional composure
• Demonstrating excellent verbal and written communication using multiple channels and platforms

What We're Looking For

We're seeking a talented and customer-focused individual with:

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

We're committed to providing a comprehensive benefits package that includes:

• Hourly Pay rate: Starts at $15 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
• 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)

Why Join Wayfair?

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.

Equal Opportunity Employer

We're an equal opportunity employer and 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.

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please visit our website at https://www.wayfair.com/careers/ to learn more about our company culture and values. You can also submit your application through our website or by clicking the "Apply Job!" button below.