Customer Service Manager

At Wayfair, we care about our customers! Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty. From the time the customer orders with Wayfair through delivery to their home, our team works to make it easier than ever to shop for the home. The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure a seamless delivery to the customer. In the event a customer should contact our support team via phone, email, chat, social media, or in other ways, we empower our Customer Service Team to resolve the issue. We are passionate about our customers and work to delight them on every interaction with Wayfair.

What You'll Do

• Manage a team of 12-18 consultants at varying skill levels
• Supervise consultants answering calls and emails from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status, back order inquiries and any other issues that may arise in the order fulfillment process
• Provide extensive coaching and counseling to assist consultants in meeting customer satisfaction, resolution targets, exceed customer expectations, build customer loyalty and take advantage of sales opportunities
• Conduct side-by-side observations and quality assurance (call monitoring) reviews
• Make recommendations and/or take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process
• Work closely with Human Resources and Senior Leadership to address and resolve employee issues
• Effectively interview and recommend candidates for hire
• Analyze trends based on historical data to close performance gaps
• Respond in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution

What You'll Need

• Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
• Proven ability to close performance gaps
• Excellent communication and relationship building skills
• Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
• Bachelor’s Degree or equivalent customer-facing and management work experience