Full-Time Customer Experience Specialist at Wayfair

Houston, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Dec, 25

Salary

20.0

Posted On

26 Sep, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication, Problem Resolution, Order Management, Product Knowledge, Time Management, Collaboration, Feedback Collection

Industry

Retail

Description

Brief Overview of Position 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. Essential Functions Customer Support: 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. Product Knowledge: 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. Problem Resolution: Resolve customer complaints and issues by collaborating with other departments, such as logistics or product teams, to ensure timely and satisfactory resolutions. Order Management: Assist customers with order processing, cancellations, returns, fulfillment processes and exchanges. Collaborate with the logistics team to track shipments and ensure on-time delivery. Communication: Communicate effectively with customers, providing clear and concise information. Keep customers informed about the status of their orders and any potential delays. Customer Feedback: Collect customer feedback to identify areas for improvement in products, services, or processes. Share feedback with relevant teams to contribute to continuous improvement. Policy Adherence: Ensure adherence to Perigold’s policies and procedures while assisting customers. Keep up-to-date with any changes in company policies Technology Utilization: Utilize various customer service tools, software, and systems to efficiently manage customer interactions. Cross-Functional Collaboration: Collaborate with other departments, such as marketing, sales, logistics, visual merchandising and product teams, to ensure a seamless customer experience. Experience Qualifications

Responsibilities

The Customer Experience Associate will provide outstanding customer service through various communication channels and assist customers with inquiries, order processing, and product information. They will also collaborate with internal teams to resolve issues and relay customer feedback for continuous improvement.