Customer Service - Athens

About the position The Customer Service Representative at Wayfair plays a vital role in delivering exceptional customer experiences by assisting customers with post-order issues such as shipping inquiries, returns, and replacements. This in-office position requires a commitment to reliability and the ability to handle a high volume of customer interactions while maintaining a professional demeanor. Representatives are empowered to provide personalized solutions without relying on scripts, fostering genuine human connections with customers.

Responsibilities

• Demonstrate reliability by maintaining attendance and punctuality for full shifts.

,

• Handle a high volume of contacts, managing approximately 50-60 phone calls per shift in a fast-paced environment.

,

• Meet high performance metrics for customer satisfaction and service efficiency.

,

• Engage professionally with customers through inbound calls, chats, and emails, addressing various topics such as returns and order status.

,

• Listen actively to understand customer concerns and provide empathetic responses.

,

• De-escalate customer concerns using conflict management skills while maintaining professionalism.

,

• Problem-solve by providing tailored solutions to customer issues without relying on pre-populated scripts.

,

• Be tech-savvy and multitask effectively across multiple tools and screens to assist customers efficiently.

,

• Identify and escalate systemic issues to improve customer service processes.

Requirements

• Must be 18 years of age or older.

,

• High School Diploma, GED, or equivalent required.

,

• Ability to read, write, and understand both Spanish and English.

,

• Familiarity with Windows Operating Systems or equivalent is necessary.

,

• Completion of mandatory training is required without exceptions.

Nice-to-haves

• Experience in a customer service role is preferred but not mandatory.

,

• Familiarity with e-commerce platforms or retail environments is a plus.

Benefits

• Health, Vision, and Dental Insurances starting on Day 1.

,

• 401(k) with company match up to 4%.

,

• Paid Time Off (PTO) accruing immediately.

,

• 7 Paid Federal Holidays and 1 Floating Holiday.

,

• Paid/Unpaid Parental Leave options available.

,

• Eligible Tuition Reimbursement up to $5,250.

,

• Wayfair Employee Discount.

,

• Volunteer Day for Community Service (Paid Day Off).

Apply Job!