Wayfair LLC Wilmette , IL 60091
Posted 2 months ago
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:
Order Management:
Communication:
Customer Feedback:
Policy Adherence:
Technology Utilization:
Cross-Functional Collaboration:
Experience Qualifications
Physical Demands
Working Environment
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?
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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