Luxury Concierge Specialist

Perigold Dedicated Service Team 

 

Schedules:

A) Sunday; 9:30am-6pm EST, Monday, Wednesday, Thursday, and Friday; 11:30am-8pm EST  (Tuesday and Saturday OFF)

B) Monday, Tuesday, Thursday, Friday, and Saturday 11:30am-8pm EST  (Wednesday and Sunday OFF)
C) Monday, Tuesday, Wednesday, Thursday, and Saturday 11:30 am -8pm EST (Friday and Sunday OFF)

We consider candidates on a rolling basis. Depending on how long the job has been posted, interviews may already be taking place or an offer may have been extended.  However, we always appreciate you expressing interest and your recruiter or your manager will be in touch on next steps towards growing your career.

Compensation: The base pay rate ranges from $22.35/hr-$24.80/hr for this position. The Compensation team determines internal offers based on your current position/level, your location, tenure and the new position. 

The Perigold Dedicated Service Team team provides a premium and personalized service experience to match the Perigold luxury brand! Perigold Service Specialists will drive brand loyalty by creating an effortless, reliable, and tailored experience for the Perigold customer whenever they need assistance with a pre-or post-delivery order issue. Perigold Specialists will also perform customer outreach and follow-up and collaborate with the Perigold design services team when necessitated to provide a luxury service experience. The Perigold Team’s workflow is fast-paced, exciting, and completely unique. If you are passionate about providing exceptional service and ready to take your career here at Wayfair to the next level, review the qualifications below and discuss applying with your manager today! 

What You’ll Do

• 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

• Exceed customer satisfaction, efficiency metrics, and issue resolution targets

• Responsible for overseeing projects to ensure they are completed in a timely fashion and within budget. Project managers plan and designate project resources, prepare budgets, monitor progress, and keep stakeholders informed the entire way.

• Identify areas of improvement and convey trends in customer calls to leadership

• Navigate multiple software applications and technologies simultaneously

• Use conflict management skills and maintain a high degree of  professionalism 

• Work directly with internal Wayfair/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

• Collaborate with the Perigold Designer Services team to support high-end client order servicing questions and concerns. 

• Perform customer follow-up when necessitated to provide a luxury service experience 

• Complete proactive outreach on additional brands and customers as needed

What You’ll Need

• 6 months tenure in current role

• In good standing with Talent Management

• Job Band B (Sr. Service Associate) or higher

• Recommended by current manager

• Senior Service Associate with strong knowledge of Wayfair policies and procedures

• Strong time management skills & the ability to multitask between several workflows at once

• Proven ability to stay on task through the entire workday as demonstrated by consistent ability to meet adherence and NRT targets 

• Strong written and oral communication skills

• Strong desire to assist high-end customers and resolve customer concerns with empathy

• Problem-solving mindset

• Success motivated with a desire to join a top-performing team.

• A team player who strives to improve team performance and support their peers. 

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 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.

6 months tenure in current role, good standing with Talent Management, Job Band B or higher, manager recommendation, strong knowledge of Wayfair policies, time management, multitasking, communication, and problem-solving skills.

Key Responsibilities

• responding to customer calls
• resolving order issues
• performing customer outreach

Job Details

• Category: Customer Service
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — United States
• Salary: USD 46,488 – 51,584 / year
• Languages: English

About Wayfair

One of the world's largest online destinations for the home, reinventing the way people shop for their homes. — Industry: Retail and Wholesale