Wayfair LLC Wilmette , IL 60091
Posted 2 months ago
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
email. Address customer inquiries, concerns, and issues promptly and professionally. Assist customers
with order tracking, product information, and general inquiries.
customers in their product selection. Stay updated on new product releases, features, and specifications.
such as logistics or product teams, to ensure timely and satisfactory resolutions.
Collaborate with the logistics team to track shipments and ensure on-time delivery.
customers informed about the status of their orders and any potential delays.
products, services, or processes. Share feedback with relevant teams to contribute to continuous
improvement.
Keep up-to-date with any changes in company policies.
manage customer interactions.
visual merchandising and product teams, to ensure a seamless customer experience.
resolutions. As well, employee feedback and suggestions
Experience Qualifications
positive experience Required 1
prioritizing tasks, and ensuring timely responses Required
Preferred Skills and Abilities
effectively assisting customers and conveying information clearly and professionally. (High proficiency)
commitment to ensuring a positive customer experience. (High proficiency)
interest in addressing their needs and providing solutions (High proficiency)
and up-to-date customer interactions. (Medium proficiency)
informed purchase decisions. (Medium proficiency)
Physical Demands
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-
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.
Assistance for Individuals with Disabilities
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 Accomodations for Applicants form.
Need Assistance?
For more information about applying for a career at Wayfair, visit our FAQ page here.
About Wayfair Inc.
Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.
Wayfair LLC