B2B Senior Customer Service Associate

This is a virtual customer service associate position in the United States. Quick Insights: Full Time Position The hourly rate for this position is $17.65 per hour + quarterly bonuses (up to $2,200). Base pay offered may vary depending on location, job-related knowledge, skills & experience. This is a virtual customer service associate position, eligible for all states that Wayfair operates in. The Wayfair Opportunity: At Wayfair, we believe a phenomenal customer experience combined with a supportive employee structure has resulted in our award-winning Customer Service Team. This isn't just about taking another phone call— this is about empowering our customers to create spaces reflecting who they are, what they need, and what they value. You'll play a crucial role by providing a best in class experience when it's most needed. Wayfair will give you the training, tools, and decision-making ability to help our customers find solutions that work best for them. You will empathetically help business customers navigate a variety of post-order issues such as: shipping questions, damages, returns, replacements, assembly services and order notifications. No scripts. No canned responses. These are true human to human interactions where you can make a meaningful impact. Wayfair will invest in you with continuous development, career opportunities, and will surround you with a team of great people. What Does a B2B Senior Service Associate Do? Our most successful B2B Senior Service Associates are able to effectively do the following: Demonstrate Reliability: Attendance and commitment to being present and on time 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 representatives to be proactive in their communication and planning whenever possible. Handle 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. Meet Our High Performance Bar: You'll work to exceed customer satisfaction, excel in meeting customer service efficiency metrics, and other responsibilities as assigned. Professionally Engage 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. Listen Actively and Show Empathy: You will actively listen to understand customer concerns and leverage internal resources to find the best solution to thoroughly address their problem. De-Escalate 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 Solve: Solutions aren't a one-size-fits-all approach so customer service representatives 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. Be Tech Savvy & Multitask: 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, and enjoys learning new programs. Escalate Systemic Issues: Help us continuously improve. You'll identify areas where improvement is needed on behalf of Wayfair customers and share any trends with leadership. Pay: Hourly Pay Rate: $17.65, paid weekly. Base pay offered may vary depending on location, job-related knowledge, skills & experience. Tenure based pay increases start as early as 6 months Quarterly Performance Bonuses (up to $2,200) Referral Bonus of $500 per eligible referral Benefits: Health, Vision and Dental Insurances (coverage starts on Day 1!) 401(k) with company match up to 4% Paid Time Off (start accruing time immediately) 7 Paid Federal Holidays and 1 Floating Holiday Care.com benefits Paid / Unpaid Parental Leave options Eligible Tuition Reimbursement (up to $5,250) Wayfair Employee Discount Volunteer Day for Community Service (Paid Day Off) What are the Requirements? You must be 18 years of age or older. You must hold a High School Diploma, GED, or equivalent. Previous experience working with business customers preferred. You will be required to hardwire your computer to a modem with minimum internet speeds of 25Mbps (download) and 5Mbps (upload). Wireless (WiFi) or Satellite internet access is not permitted for use. All other necessary computer equipment and accessories for this role are provided by Wayfair. A private and dedicated workspace free of any distractions (roommates, children, spouses, pets, etc.) or noise (radio, tv, etc.) A knowledge of working within Windows Operating Systems or equivalent. Wayfair wants to set you up for success. This is why our training is 100% mandatory. We are unable to accommodate any misses, days off, or tardiness during this time. Qualified applicants will be required to pass the candidate assessment to proceed with the interview process

Wayfair is one of the world's largest online destinations for the home. Whether you work in our global 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. No matter who you are, Wayfair is a place you can call home. We're a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That's why we're proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.