Brief Overview of Position
Wayfair’s Physical Retail team is reinventing the shopping experience for Home by curating our portfolio of
furniture, décor, housewares, and home improvement categories into one store- come be a part of it! We are
seeking a Customer Experience Specialist to help launch all customer experience components and functions in
the very first physical retail store. The Retail Customer Experience Specialist position at Wayfair delivers
outstanding customer service through various communication channels, including in-person, phone, and email.
As a specialist, you will have a dedicated focus on a specific area/initiative, and your ownership of this domain
will directly impact the business’s growth and customer experience model. The Customer Experience Specialist
addresses customer inquiries and concerns promptly and professionally, assisting them with navigating the
Wayfair website, placing orders, and understanding product details. Specialists collaborate with internal teams to
resolve order-related issues, track shipments, and ensure timely deliveries. The Specialist is responsible for
staying up-to-date on Wayfair’s extensive product catalog and effectively communicating product information to
customers. Specialist responsibilities also include handling order processing, cancellations, returns, and
exchanges in line with company policies. The Specialist also gathers customer feedback collection and analysis
and contributes to continuous improvement initiatives. Specialists are expected to adhere to Wayfair’s policies
and procedures while utilizing customer service tools to maintain accurate records.

Location
Wilmette, IL

Essential Functions
• Customer Support: Provide excellent customer service through various channels, including phone and
email. Address customer inquiries, concerns, and issues promptly and professionally. Assist customers
with order tracking, product information, and general inquiries.
• Product Knowledge: Develop a deep understanding of Wayfair’s product catalog to effectively assist
customers in their product selection. Stay updated on new product releases, features, and specifications.
• Problem Resolution: Resolve customer complaints and issues by collaborating with other departments,
such as logistics or product teams, to ensure timely and satisfactory resolutions.
• Order Management: Assist customers with order processing, cancellations, returns, and exchanges.
Collaborate with the logistics team to track shipments and ensure on-time delivery.
• Communication: Communicate effectively with customers, providing clear and concise information. Keep
customers informed about the status of their orders and any potential delays.
• Customer Feedback: Collect and analyze customer feedback to identify areas for improvement in
products, services, or processes. Share feedback with relevant teams to contribute to continuous
improvement.
• Policy Adherence: Ensure adherence to Wayfair’s policies and procedures while assisting customers.
Keep up-to-date with any changes in company policies.
• Technology Utilization: Utilize various customer service tools, software, and systems to efficiently
manage customer interactions.
• Cross-Functional Collaboration: Collaborate with other departments, such as marketing, sales, logistics,
visual merchandising and product teams, to ensure a seamless customer experience.
• Documentation: Maintain accurate and detailed records of customer interactions, feedback, and
resolutions. As well, employee feedback and suggestions

Experience Qualifications

• 1-3 years Experience identifying and solving customer issues, collaborating with teams to address challenges, and finding solutions to enhance customer satisfaction Required
• 1-3 years Experience in a customer service setting, preferably retail Required
• 1-3 years Experience interacting directly with customers, where issues were resolved, while ensuring a
positive experience Required                                                                                                                                                                                                                                                                                                                                                                     1 
• 1-3 years Experience effectively managing time, to include handling multiple customer inquiries,
prioritizing tasks, and ensuring timely responses Required
• 1-3 years Experience building customer relationships and resolving customer complaints. Required
• less than 1 year Experience in e-commerce/fulfillment, preferably in a retail setting.

Preferred Skills and Abilities
• Excellent Communication Skills: Strong verbal and written communication skills are essential for
effectively assisting customers and conveying information clearly and professionally. (High proficiency)
• Customer-Centric Mindset: A genuine passion for providing excellent customer service and a
commitment to ensuring a positive customer experience. (High proficiency)
• Empathy: The ability to understand and empathize with customer concerns, demonstrating a genuine
interest in addressing their needs and providing solutions (High proficiency)
• Attention to Detail: Accurate record-keeping and attention to detail are crucial for maintaining organized
and up-to-date customer interactions. (Medium proficiency)
• Product Knowledge: Have the ability to convey product information to customers and help them make
informed purchase decisions. (Medium proficiency)

Physical Demands
• Stationary Position - Constantly
• Move/Traverse - Constantly
• Stationary Position/Seated - Rarely
• Transport/Lifting - Occasionally (50lbs)
• Transport/Carrying - Occasionally (50lbs)
• Exerting Force/Pushing - Occasionally (50lbs)
• Exerting Force/Pulling - Occasionally (50lbs)
• Ascend/Descend - Occasionally (50lbs)
• Balancing - Occasionally
• Position Self/Stooping - Frequently
• Position Self/Kneeling - Frequently
• Position Self/Crouching - Frequently
• Position Self/Crawling - Occasionally
• Reaching - Occasionally
• Handling - Frequently
• Grasping - Frequently
• Feeling - Frequently
• Communicate/Talking - Constantly
• Communicate/Hearing - Constantly
• Repetitive Motions - Frequently
• Coordination - Frequently

About the Company
Wayfair is one of the world’s largest online destinations for the home and certified top places to work ( Fortune
500 Company; The Boston Globe--Top places to work; Fortune World’s most admired companies--2019; Built In-
-2019 Best places to work (Boston); Certified--Great Place to Work 2018-2019)! 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.
Wayfair provides equal employment opportunities to all employees and applicants for employment and prohibits
discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin,
disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any
other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of
employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of
absence, compensation and training.
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 Accommodations for Applicants form. Need Assistance? For more
information about applying for a career at Wayfair, visit our FAQ page here.