Customer Service Manager II

Wayfair is now hiring Customer Service Manager II in Brunswick, ME 04011. View job listing details and apply now. 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 Youll Do Develop manage and coach a team of supervisors who oversee customer service agents Analyze team performance to drive improvement in KPIs and close performance gaps Make decisions about business policies managing risks and resolving employee issues Identify training gaps and partner with support teams to improve performance Make recommendations andor take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process 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 Effectively hold team managers accountable for consistent coaching of each service consultant including performance management and employee development What Youll Need 3 years of proven leadership experience effectively driving results of front line teams through direct reports Proven ability to close performance gaps through coaching and mentoring Proven ability to successfully provide relevant and immediate feedback in a complex environment to both supervisors and agents Strong problem-solving skills and the ability to think analytically while working in an fast-changing environment Excellent communication and relationship building skills Bachelors Degree or equivalent customer-facing and management work experience About Wayfair Inc Wayfair is one of the worlds 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 were 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 youre looking for rapid growth constant learning and dynamic challenges then youll find that amazing career opportunities are knocking No matter who you are Wayfair is a place you can call home Were 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 Thats why were 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 If you are you having any difficulty submitting your application please reach out to our careers team at careerswayfaircom We are interested in retaining your data for a period of 12 months to consider you for suitable positions within Wayfair Your personal data is processed in accordance with our Candidate Privacy Notice which can found here httpswwwwayfaircomcareersprivacy If you have any questions regarding our processing of your personal data please contact us at dataprotectionofficerwayfaircom If you would rather not have us retain your data please contact us anytime at dataprotectionofficerwayfaircom