Brief Overview of PositionWayfair's Physical Retail team is reinventing the shopping experience for Home by curating our portfolio offurniture, décor, housewares, and home improvement categories into one store- come be a part of it! We areseeking a Customer Experience Specialist to help launch all customer experience components and functions inthe very first physical retail store. The Retail Customer Experience Specialist position at Wayfair deliversoutstanding customer service through various communication channels, including in-person, phone, and email.As a specialist, you will have a dedicated focus on a specific area/initiative, and your ownership of this domainwill directly impact the business's growth and customer experience model. The Customer Experience Specialistaddresses customer inquiries and concerns promptly and professionally, assisting them with navigating theWayfair website, placing orders, and understanding product details. Specialists collaborate with internal teams toresolve order-related issues, track shipments, and ensure timely deliveries. The Specialist is responsible forstaying up-to-date on Wayfair's extensive product catalog and effectively communicating product information tocustomers. Specialist responsibilities also include handling order processing, cancellations, returns, andexchanges in line with company policies. The Specialist also gathers customer feedback collection and analysisand contributes to continuous improvement initiatives. Specialists are expected to adhere to Wayfair's policiesand procedures while utilizing customer service tools to maintain accurate records.

LocationWilmette, IL

Essential Functions• Customer Support: Provide excellent customer service through various channels, including phone andemail. Address customer inquiries, concerns, and issues promptly and professionally. Assist customerswith order tracking, product information, and general inquiries.• Product Knowledge: Develop a deep understanding of Wayfair's product catalog to effectively assistcustomers in their product selection. Stay updated on new product releases, features, and specifications.• Problem Resolution: Resolve customer complaints and issues by collaborating with other departments,such as logistics or product teams, to ensure timely and satisfactory resolutions.• Order Management: Assist customers with order processing, cancellations, returns, and exchanges.Collaborate with the logistics team to track shipments and ensure on-time delivery.• Communication: Communicate effectively with customers, providing clear and concise information. Keepcustomers informed about the status of their orders and any potential delays.• Customer Feedback: Collect and analyze customer feedback to identify areas for improvement inproducts, services, or processes. Share feedback with relevant teams to contribute to continuousimprovement.• Policy Adherence: Ensure adherence to Wayfair's policies and procedures while assisting customers.Keep up-to-date with any changes in company policies.• Technology Utilization: Utilize various customer service tools, software, and systems to efficientlymanage customer interactions.• Cross-Functional Collaboration: Collaborate with other departments, such as marketing, sales, logistics,visual merchandising and product teams, to ensure a seamless customer experience.• Documentation: Maintain accurate and detailed records of customer interactions, feedback, andresolutions. As well, employee feedback and suggestions

Experience Qualifications• 1-3 years Experience in a customer service setting, preferably retail Required• 1-3 years Experience interacting directly with customers, where issues were resolved, while ensuring apositive experience Required                                                                                                                                                                                                                                                                                                                                                                       • • 1-3 years Experience identifying and solving customer issues, collaborating with teams to addresschallenges, and finding solutions to enhance customer satisfaction Required• 1-3 years Experience effectively managing time, to include handling multiple customer inquiries,prioritizing tasks, and ensuring timely responses Required• 1-3 years Experience building customer relationships and resolving customer complaints. Required• less than 1 year Experience in e-commerce/fulfillment, preferably in a retail setting.

Preferred Skills and Abilities• Excellent Communication Skills: Strong verbal and written communication skills are essential foreffectively assisting customers and conveying information clearly and professionally. (High proficiency)• Customer-Centric Mindset: A genuine passion for providing excellent customer service and acommitment to ensuring a positive customer experience. (High proficiency)• Empathy: The ability to understand and empathize with customer concerns, demonstrating a genuineinterest in addressing their needs and providing solutions (High proficiency)• Attention to Detail: Accurate record-keeping and attention to detail are crucial for maintaining organizedand up-to-date customer interactions. (Medium proficiency)• Product Knowledge: Have the ability to convey product information to customers and help them makeinformed purchase decisions. (Medium proficiency)

Physical Demands• Stationary Position - Constantly• Move/Traverse - Constantly• Stationary Position/Seated - Rarely• Transport/Lifting - Occasionally (50lbs)• Transport/Carrying - Occasionally (50lbs)• Exerting Force/Pushing - Occasionally (50lbs)• Exerting Force/Pulling - Occasionally (50lbs)• Ascend/Descend - Occasionally (50lbs)• Balancing - Occasionally• Position Self/Stooping - Frequently• Position Self/Kneeling - Frequently• Position Self/Crouching - Frequently• Position Self/Crawling - Occasionally• Reaching - Occasionally• Handling - Frequently• Grasping - Frequently• Feeling - Frequently• Communicate/Talking - Constantly• Communicate/Hearing - Constantly• Repetitive Motions - Frequently• Coordination - FrequentlyAbout the CompanyWayfair is one of the world’s largest online destinations for the home and certified top places to work ( Fortune500 Company; The Boston Globe--Top places to work; Fortune World's most admired companies--2019; Built In--2019 Best places to work (Boston); Certified--Great Place to Work 2018-2019)! Whether you work in our globalheadquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing theway people shop for their homes. Through our commitment to industry-leading technology and creativeproblem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’relooking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing careeropportunities are knocking.Wayfair provides equal employment opportunities to all employees and applicants for employment and prohibitsdiscrimination and harassment of any type without regard to race, color, religion, age, sex, national origin,disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or anyother characteristic protected by federal, state or local laws. This policy applies to all terms and conditions ofemployment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves ofabsence, compensation and training.Wayfair is fully committed to providing equal opportunities for all individuals, including individuals withdisabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical ormental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship onbusiness operations. If you require a reasonable accommodation to participate in the job application or interviewprocess, please let us know by completing our Accommodations for Applicants form. Need Assistance? For moreinformation about applying for a career at Wayfair, visit our FAQ page here.

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?

For more information about applying for a career at Wayfair, visit our FAQ page here. 

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