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. , • Handle a high volume of contacts, managing approximately 50-60 phone calls per shift in a fast-paced environment. , • Meet high performance metrics for customer satisfaction and service efficiency. , • Engage professionally with customers through inbound calls, chats, and emails, addressing various topics such as returns and order status. , • Listen actively to understand customer concerns and provide empathetic responses. , • De-escalate customer concerns using conflict management skills while maintaining professionalism. , • Problem-solve by providing tailored solutions to customer issues without relying on pre-populated scripts. , • Be tech-savvy and multitask effectively across multiple tools and screens to assist customers efficiently. , • Identify and escalate systemic issues to improve customer service processes. Requirements • Must be 18 years of age or older. , • High School Diploma, GED, or equivalent required. , • Ability to read, write, and understand both Spanish and English. , • Familiarity with Windows Operating Systems or equivalent is necessary. , • Completion of mandatory training is required without exceptions. Nice-to-haves • Experience in a customer service role is preferred but not mandatory. , • Familiarity with e-commerce platforms or retail environments is a plus. Benefits • Health, Vision, and Dental Insurances starting on Day 1. , • 401(k) with company match up to 4%. , • Paid Time Off (PTO) accruing immediately. , • 7 Paid Federal Holidays and 1 Floating Holiday. , • Paid/Unpaid Parental Leave options available. , • Eligible Tuition Reimbursement up to $5,250. , • Wayfair Employee Discount. , • Volunteer Day for Community Service (Paid Day Off). Apply Job!