Location: Wilmette, IL

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 Customer Experience Associate position at Wayfair delivers outstanding customer service through various communication channels, including in-person, phone, and email. Our Customer Experience Associates will address customer inquiries and concerns promptly and professionally, assisting them with navigating the Wayfair website, placing orders, and understanding product details. 

They will collaborate with internal teams to resolve order-related issues, track shipments, and ensure timely deliveries. While also being responsible for staying up-to-date on Wayfair’s extensive product catalog and effectively communicating product information to customers. 

Associate responsibilities are expected but not limited to handling order processing, transactions, cancellations, returns, maintaining store appearance including maintaining store areas as clean and organized, retrieving shopping carts, fulfilling customer online orders and exchanges in line with company policies. 

A key role of each associate is to relay feedback from the customer, by facilitating meaningful and engaging conversations. By communicating customer feedback, associates will have key information to share with leadership and in turn equip management with the necessary information needed to make continuous improvement initiatives. 

Associates are expected to adhere to Wayfair’s policies and procedures while utilizing customer service tools to maintain accurate records.

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. 
• Assist customers with carry outs, in-store pickup processes, cart retrieval from the parking lot.

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, fulfillment processes 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 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.

Experience Qualifications

• <1 year Experience in a customer service setting, preferably retail. (Preferred)
• <1 year  Experience in interacting directly with customers, where issues were resolved, while ensuring a positive experience. (Preferred)
• <1 year Experience in identifying and solving customer issues, collaborating with teams to address challenges, and finding solutions to enhance customer satisfaction. (Preferred)
• <1 year Effectively managing time, to include handling multiple customer inquiries, prioritizing tasks, and ensuring timely responses. (Preferred)
• <1 year Experience building customer relationships and resolving customer complaints. (Preferred)

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

Working Environment

• Extreme cold - Rarely
• Extreme heat - Rarely
• Humidity - Rarely
• Wet - Rarely
• Noise - Frequently
• Hazards - Rarely
• Temperature Change - Occasionally
• Atmospheric Conditions - Occasionally
• Vibration - Rarely