Full-Time In-Store Customer Service Specialist

Full job description

Brief Overview of Position
Wayfair's Physical Retail team is reinventing the shopping experience for Home by curating our portfolio of
furniture, décor, housewares, and home improvement categories into one store- come be a part of it! We are
seeking a Customer Experience Specialist to help launch all customer experience components and functions in
the very first physical retail store. The Retail Customer Experience Specialist position at Wayfair delivers
outstanding 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 domain
will directly impact the business's growth and customer experience model. The Customer Experience Specialist
addresses customer inquiries and concerns promptly and professionally, assisting them with navigating the
Wayfair website, placing orders, and understanding product details. Specialists collaborate with internal teams to
resolve order-related issues, track shipments, and ensure timely deliveries. The Specialist is responsible for
staying up-to-date on Wayfair's extensive product catalog and effectively communicating product information to
customers. Specialist responsibilities also include handling order processing, cancellations, returns, and
exchanges in line with company policies. The Specialist also gathers customer feedback collection and analysis
and contributes to continuous improvement initiatives. Specialists are expected to adhere to Wayfair's policies
and procedures while utilizing customer service tools to maintain accurate records.

Location
Wilmette, IL

Essential Functions

• Customer Support: Provide excellent customer service through various channels, including phone and

email. Address customer inquiries, concerns, and issues promptly and professionally. Assist customers
with order tracking, product information, and general inquiries.

• Product Knowledge: Develop a deep understanding of Wayfair's product catalog to effectively assist

customers 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. Keep

customers informed about the status of their orders and any potential delays.

• Customer Feedback: Collect and analyze customer feedback to identify areas for improvement in

products, services, or processes. Share feedback with relevant teams to contribute to continuous
improvement.

• Policy Adherence: Ensure adherence to Wayfair's policies and procedures while assisting customers.

Keep up-to-date with any changes in company policies.