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Customer Service Representative
Athens, Georgia
Posted on 1/5/2023
INACTIVE
Locations
Athens, GA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Communications
Requirements
  • Demonstrates Reliability: Attendance and commitment to being present for your full shift each day is crucial. This helps ensure we're ready and available to help our customers when they need us most. For unexpected events or issues, we require our associates to be proactive in their communication and planning whenever possible
  • Handles a High Volume of Contacts: You will handle an estimated 50-60 phone calls per shift. This is a fast paced environment and highly structured. There is little down time in this position as you are typically on back to back calls during your shift
  • Meets Our High Performance Bar: You'll work to exceed customer satisfaction, excel in meeting customer service efficiency metrics, and other responsibilities as assigned
  • Engages Customers: You'll need a passion for people. You'll be the voice of Wayfair and work to build a relationship with customers who contact us by inbound phone call, chats, and emails. Topics can range from returns, replacements, delivery, product availability, order status, and more
  • Listens Actively and Shows Empathy: You will actively listen to understand relevant customer information to find the best way to solve their problem quickly and thoroughly
  • De-Escalates Customer Concerns: Most customers contact us because they've had a problem and need your help. You will use your conflict management skills to balance the needs of the customer with the options from the business while always maintaining a professional composure
  • Problem Solves: Solutions aren't a one-size-fits-all approach so customer service associates do not read from pre-populated scripts. You will be given a level of autonomy to help customers find the right solution. You'll need to think analytically to solve customer problems in a first contact resolution approach
  • Multitasks: You'll need to juggle navigating multiple browsers, tabs, tools, and screens in order to quickly and effectively answer questions. The ideal customer service representative will be familiar with computers and can effectively navigate technology on a daily basis
  • Escalates Systemic Issues: Help us continuously improve. You'll identify areas where improvement is needed and share those trends with leadership
  • You must be 18 years of age or older
  • You must hold a High School Diploma, GED, or equivalent
  • A knowledge of working within Windows Operating Systems or equivalent
  • Wayfair wants to ensure your success, this is why our training is 100% mandatory. We are unable to accommodate any misses, days off, or tardiness during this first 3 weeks
  • Qualified applicants will be required to pass the candidate assessment to proceed with the interview process
Wayfair

5,001-10,000 employees

Online home goods retailer
Company Overview
Wayfair's mission is on a mission to help everyone, anywhere create their feeling of home. Wayfair is an online retailer that offers a wide selection of home furnishings and decor.
Company Core Values
  • Relentless customer focus
  • Deliver results with agility
  • Use good judgement
  • Build the best team
  • Collaborate effectively
  • Respect others
  • Be an owner
  • Innovate & improve
  • Adapt & grow