Location:
Remote, US
Category:
Customer Service
Requisition ID:
16000
Job Description
The Perigold Opportunity:
At Perigold, we believe a phenomenal customer experience combined with a supportive employee structure has resulted in our award-winning Customer Service Team.
This isn't just about taking another phone call— this is about empowering our customers to create spaces reflecting who they are, what they need, and what they value. You’ll play a crucial role by providing a best in class experience when it’s most needed. Perigold will give you the training, tools, and decision-making ability to help our customers find solutions that work best for them.
You will empathetically help customers navigate a variety of post-order issues such as: shipping questions, damages, returns, replacements, assembly services and order notifications. No scripts. No canned responses. These are true human to human interactions where you can make a meaningful impact. Perigold will invest in you with continuous development, career opportunities, and will surround you with a team of great people.
What does a Perigold Specialist do?
* Demonstrate Reliability: Attendance and commitment to being present and on time for your full shift each day is crucial. This helps ensure we're ready and available to help our customers when they need us most. For unexpected events or issues, we require our representatives to be proactive in their communication and planning whenever possible.
*Meet Our High Performance Bar: You’ll work to exceed customer satisfaction, excel in meeting customer service efficiency metrics, and other responsibilities as assigned.
* Professionally Engage Customers: Service Perigold customers by responding to customer calls and emails requests for assistance with post-order issues (returns, replacements, refunds, delivery status, back-ordered items, and any issues with fulfillment) in a manner consistent with Perigold’s luxury brand
* Listen Actively and Show Empathy: You will actively listen to understand customer concerns and leverage internal resources to find the best solution to thoroughly address their problem.
* De-Escalate Customer Concerns: Use conflict management skills and maintain a high degree of professionalism while balancing the needs of the customer with the options from the business
*Problem Solve: Work directly with internal Perigold teams to solve individual order issues by using clear communication, helping troubleshoot technical issues with service systems (as needed), & by leveraging creative problem solving that adheres to department guidelines, practices, & policies
*Be Tech Savvy & Multitask: Navigate multiple software applications and technologies simultaneously. The ideal customer service representative will be familiar with computers and can effectively navigate technology on a daily basis, and enjoys learning new programs.
Schedules:
* Schedules are available on a first come, first serve basis as headcount is limited for each shift. You must be available to work weekends and evenings depending on schedule availability at the time of offer. A recruiter will discuss schedules in more detail during the initial phone interview.
Pay:
* The base pay for this position is at least $21.00 per hour. The base pay offered may vary depending on location, job-related knowledge, skills, and experience.
* Quarterly Performance Bonuses (up to $2,200)
* Referral Bonus of $500 per eligible referral
Benefits:
* Health, Vision and Dental Insurances (coverage starts on Day 1!)
* 401(k) with company match up to 4%
* Paid Time Off (start accruing time immediately)
* 7 Paid Federal Holidays and 1 Floating Holiday
* Paid / Unpaid Parental Leave options
* Eligible Tuition Reimbursement (up to $5,250)
* Wayfair Employee Discount
* Volunteer Day for Community Service (Paid Day Off)
What are the Requirements?
* You must be 18 years of age or older.
* You must hold a High School Diploma, GED, or equivalent.
* You must be able to read, write and understand the following languages: English.
* A knowledge of working within Windows Operating Systems or equivalent.
* Prior experience in customer experience, preferably with high profile client management
* Previous call center or retail experience a plus
* Perigold wants to ensure your success, this is why our training is 100% mandatory. We are unable to accommodate any misses, time off, or tardiness during this time.
* Qualified applicants will be required to pass the candidate assessment to proceed with the interview process.
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 Technical Assistance?
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About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.
Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.
