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.
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• Handle a high volume of contacts, managing approximately 50-60 phone calls per shift in a fast-paced environment.
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• Meet high performance metrics for customer satisfaction and service efficiency.
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• Engage professionally with customers through inbound calls, chats, and emails, addressing various topics such as returns and order status.
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• Listen actively to understand customer concerns and provide empathetic responses.
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• De-escalate customer concerns using conflict management skills while maintaining professionalism.
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• Problem-solve by providing tailored solutions to customer issues without relying on pre-populated scripts.
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• Be tech-savvy and multitask effectively across multiple tools and screens to assist customers efficiently.
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• Identify and escalate systemic issues to improve customer service processes.

Requirements
• Must be 18 years of age or older.
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• High School Diploma, GED, or equivalent required.
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• Ability to read, write, and understand both Spanish and English.
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• Familiarity with Windows Operating Systems or equivalent is necessary.
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• Completion of mandatory training is required without exceptions.

Nice-to-haves
• Experience in a customer service role is preferred but not mandatory.
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• Familiarity with e-commerce platforms or retail environments is a plus.

Benefits
• Health, Vision, and Dental Insurances starting on Day 1.
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• 401(k) with company match up to 4%.
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• Paid Time Off (PTO) accruing immediately.
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• 7 Paid Federal Holidays and 1 Floating Holiday.
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• Paid/Unpaid Parental Leave options available.
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• Eligible Tuition Reimbursement up to $5,250.
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• Wayfair Employee Discount.
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• Volunteer Day for Community Service (Paid Day Off).