Wayfair Careers

Spanish Bilingual Customer Service Manager

Orem, UT
Customer Service


Job Description

The right candidate will have experience developing future 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. This role may act as manager on duty in the absence of other managerial personnel.  

 

Job Duties

  • Manages a team of 12- 18 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
  • Makes recommendations and / or takes corrective action to manage performance as appropriate
  • Works closely with Human Resources and Senior Leadership to address and resolve employee issues
  • Effectively interviews and recommends candidates for hire
  • Integral part of the disciplinary and termination process
  • Provides extensive coaching, counseling and managing performance
  • Analyzes sales trends based on historical data to close performance gaps
  • Reviews time off requests as appropriate to match staffing level requirements
  • Conducts side-by-side observations and quality assurance (call monitoring) reviews
  • Coaches and develops agents in soft skills and service techniques
  • Responds in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution
  • Provides backup 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 your director or manager

 

Skills and Qualifications

  • Must have 3+ years leadership experience, previous supervisory experience in a call center preferred
  • Must be fluent in English and Spanish (read, write, speak)
  • 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
  • Strong Internet / PC skills – comfortable in a technology-driven business
  • Proven ability to multi-task
  • Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment

 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 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 accommodations



About Us:

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, 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, or genetic information.

Tag: CSVC
Requisition ID: 34249