Virtual Customer Service Manager

Wayfair - Maine (30+ days ago)3.4


**This is a remote/work from home position**

Wayfair is looking for the right candidate that has experience developing leaders and motivating teams, a strong sense of urgency, and the ability to improve operational efficiency through process improvement. Other critical success factors for this role include great problem-solving skills and the ability to think outside the box to resolve customer issues. The ideal candidate has experience leading virtual teams and demonstrates the ability to roll up his/her sleeves to help customers and deliver results.

Job Duties:
Manages a team of 12- 18 virtual consultants at varying skill levels
Supervises Sales and Service Consultants answering calls and/or emails from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, and any other issues that may arise from the order fulfillment process
Helps consultants meet customer satisfaction, resolution targets, exceed customer expectations, build customer loyalty and take advantage of sales opportunities
Coaches and develops agents in soft skills and service techniques in order to deliver key results and build a high performing team
Makes recommendations and / or takes corrective action to manage performance, including disciplinary action and termination as necessary.
Works closely with Human Resources and Senior Leadership to address and resolve employee issues
Effectively interviews and recommends candidates for hire
Analyzes trends based on historical data to close performance gaps
Reviews time off requests as appropriate to match staffing level requirements
Conducts quality assurance (call monitoring) reviews
Responds in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution
Provides back-up support by taking calls during staffing shortages, high volume activity or as needed
Performs other job-related duties as assigned by the Company and/or director or manager

Qualifications:
3+ years leadership experience
1+ years leading a virtual team
College degree preferred or equivalent job related experience
Excellent problem solver with a proven track record of driving results
A competitive spirit and drive to succeed
Outstanding oral and written communication skills
Proven ability to close performance gaps
Proven ability to multi-task
Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
Flexible schedule

Essential Job Functions:
Ability to alternate sitting and standing throughout an 8-hour period, and sometimes longer
Ability to use a computer keyboard and computer screen
Ability to maintain the required internet speed.
Ability to use a telephone headset and telephone system
Ability to handle stressful customer interactions via telephone and email
Ability to perform all above-mentioned duties with or without accommodation

About Wayfair:
Wayfair believes everyone should live in a home they love. Through technology and innovation, Wayfair makes it possible for shoppers to quickly and easily find exactly what they want from a selection of more than 10 million items across home furnishings, décor, home improvement, housewares and more. Committed to delighting its customers every step of the way, Wayfair is reinventing the way people shop for their homes - from product discovery to final delivery.

The Wayfair family of sites includes:
Wayfair, an online destination for all things home
Joss & Main, where beautiful furniture and finds meet irresistible savings
AllModern, unbelievable prices on everything modern
Birch Lane, a collection of classic furnishings and timeless home décor
Perigold, unparalleled access to the finest home décor and furnishings
Wayfair generated $5.2 billion in net revenue for the twelve months ended March 31, 2018. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 8,700 people.