Customer Experience Specialist, Wayfair
Full-Time
Compensation for this role is a base of $24.00 per hour + substantial quarterly bonuses based on sales achieved and successful prospecting
Office located in West Palm Beach, FL
A global online homeware marketplace
Open for applications
A global online homeware marketplace
1001+ employees
Open for applications
Compensation for this role is a base of $24.00 per hour + substantial quarterly bonuses based on sales achieved and successful prospecting
Office located in West Palm Beach, FL
1001+ employees
Company mission
To help everyone, anywhere create their feeling of home.
Role
Who you are
- 1 year Experience in a customer service setting, preferably retail. (Preferred)
- 1 year Experience in interacting directly with customers, where issues were resolved, while ensuring a positive experience. (Preferred)
- 1 year Experience in identifying and solving customer issues, collaborating with teams to address challenges, and finding solutions to enhance customer satisfaction. (Preferred)
- 1 year Effectively managing time, to include handling multiple customer inquiries, prioritizing tasks, and ensuring timely responses. (Preferred)
- 1 year Experience building customer relationships and resolving customer complaints. (Preferred)
What the job involves
- Perigold’s Physical Retail team is reinventing the shopping experience for luxury 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 Associate to help launch all customer experience components and functions in the very first physical retail store
- The Customer Experience Associate position at Perigold delivers outstanding customer service through various communication channels, including in-person, phone, and email
- Our Customer Experience Associates will address customer inquiries and concerns promptly and professionally, assisting them with navigating the Perigold website, placing orders, and understanding product details
- They will collaborate with internal teams to resolve order-related issues, track shipments, and ensure timely deliveries
- While also being responsible for staying up-to-date on Perigold’s extensive product catalog and effectively communicating product information to customers
- Associate responsibilities are expected but not limited to handling order processing, transactions, cancellations, returns, maintaining store appearance including maintaining store areas as clean and organized, retrieving shopping carts, fulfilling customer online orders and exchanges in line with company policies
- A key role of each associate is to relay feedback from the customer, by facilitating meaningful and engaging conversations
- By communicating customer feedback, associates will have key information to share with leadership and in turn equip management with the necessary information needed to make continuous improvement initiatives
- Associates are expected to adhere to Perigold’s policies and procedures while utilizing customer service tools to maintain accurate records
- 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
- Assist customers with carry outs, in-store pickup processes, cart retrieval from the parking lot
- Develop a deep understanding of Perigold’s product catalog to effectively assist customers in their product selection
- Stay updated on new product releases, features, and specifications
- Resolve customer complaints and issues by collaborating with other departments, such as logistics or product teams, to ensure timely and satisfactory resolutions
- Assist customers with order processing, cancellations, returns, fulfillment processes and exchanges. Collaborate with the logistics team to track shipments and ensure on-time delivery
- Communicate effectively with customers, providing clear and concise information. Keep customers informed about the status of their orders and any potential delays
- Collect customer feedback to identify areas for improvement in products, services, or processes. Share feedback with relevant teams to contribute to continuous improvement
- Ensure adherence to Perigold’s policies and procedures while assisting customers. Keep up-to-date with any changes in company policies
- Utilize various customer service tools, software, and systems to efficiently manage customer interactions
- Collaborate with other departments, such as marketing, sales, logistics, visual merchandising and product teams, to ensure a seamless customer experience
Our take
Wayfair emerged in the early era of eCommerce with a mission to revolutionize online shopping, offering customers a convenient platform to purchase goods. Today, it stands as one of the foremost global players in the online furniture delivery industry, boasting an impressive inventory of over 33 million products.
Renowned for its extensive product range and comprehensive service offerings, Wayfair distinguishes itself by providing an end-to-end customer experience, from browsing to doorstep delivery. Despite its prominence, the company faces profitability challenges attributed largely to expansion expenses. Nonetheless, its solid presence in the competitive online homeware sector solidifies its position as a key contender.
With ambitious global expansion plans, Wayfair remains committed to maintaining its leadership in the industry. As it aspires to become the ultimate destination for all home needs, its more recent ventures into physical retail represent significant strides toward this overarching goal.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-14% employee growth in 12 months
Company
Company HQ
Prudential / St. Botolph, Boston, MA
Leadership
Niraj Shah
(Co-Founder & CEO)Studied Engineering at Cornell University before co-founding Spinners, a Boston-based IT services company. Previously acted as Entrepreneur in Residence for Greylock and has served as CEO of Wayfair since co-founding the company in 2002.
Steven Conine
(Co-Founder)Co-founded Spinners before working for Operations at iXL. Conine also co-founded Pillar VC in 2016.
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