Customer service manager
At wayfair, we care about our customers! our award-winning customer service team balances technology and human empathy to build customer trust and loyaltyFrom the time the customer orders with wayfair through delivery to their home, our team works to make it easier than ever to shop for the homeThe customer service team works proactively in a fast-paced environment to monitor customer orders and ensure a seamless delivery to the customerIn the event a customer should contact our support team via phone, email, chat, social media, or in other ways, we empower our customer service team to resolve the issueWe are passionate about our customers and work to delight them on every interaction with wayfair.
What you`ll do
Manage a team of 12-18 consultants at varying skill levels, driving engagement, morale, and collaboration within your direct team
Supervise consultants answering calls and emails and potentially chat messages from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status, back order inquiries and any other issues that may arise in the order fulfillment process
Provide extensive coaching and counseling to assist consultants in meeting customer satisfaction, resolution targets, exceeding customer expectations, building customer loyalty and taking advantage of sales opportunities
Conduct side-by-side observations and quality assurance (call monitoring) reviews
Make recommendations and/or take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process
Work closely with human resources and senior leadership to address and resolve employee issues
Effectively interview and recommend candidates for hire
Analyze trends based on historical data to close performance gaps
Communicate directly with customers when the business dictates (example: peak and high volume times)Managers may join the phone queue, answer calls and/or respond to emails or chat messages, leading by example and providing exceptional service and the right resolutions for our customers
Conduct career development conversations quarterly (at minimum) with each consultant individually to ensure progression
What you`ll need
Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
Proven ability to close performance gaps
Excellent communication and relationship building skills
Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
About wayfair inc.
Wayfair is one of the world’s largest online destinations for the homeWhether 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 homesThrough 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 careerIf 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 homeWe’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 successWe 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 allEvery voice, every perspective mattersThat’s why we’re proud to be an equal opportunity employerWe 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, or genetic information.