B2B Sr. Service Associate

B2B Managed Senior Service Associate Job Expectations

Our most successful B2B Managed Senior Service Associates are able to effectively do the following:

• Professionally engage with a high volume of customers, demonstrating both empathy and a knack for problem-solving in a fast-paced, highly structured environment.
• Handle an estimated 50-60 back-to-back in-bound only calls per shift, as well as manage email inquiries.
• Build relationships while addressing diverse topics ranging from returns and replacements to delivery and order status.
• Actively listen to understand customer concerns, leveraging internal resources and analytical thinking not only to resolve the issue on first contact but also to anticipate and prevent potential follow-up problems.
• Frequently de-escalate customer concerns by balancing their needs with business options while maintaining professional composure and meeting our high performance bar for efficiency and satisfaction metrics.
• Demonstrate a commitment to reliability (attendance and punctuality) and utilize critical thinking to proactively identify and address potential post-order issues communicated during inbound calls.
• Be able to troubleshoot your own technical issues, and be able to multitask, efficiently juggling multiple browsers, tools, and screens to quickly and effectively answer questions.
• Play a key role in continuous improvement by identifying and escalating systemic issues and sharing trends you observe with leadership on behalf of Wayfair customers.

What You’ll Do

• Exceptional post order support for inbound calls.
• Create tracking resources for customers, monitor progress, and keep internal/external stakeholders informed.
• Initiate contact through proactive outreach and respond to customer calls and emails requests for assistance with post-order/install issues (returns, replacements, refunds, delivery status, back-ordered items, and any issues with fulfillment) - deliver an exceptional experience.
• Identify areas of improvement and convey trends in meetings w/ leadership.
• Navigate multiple software applications and technologies simultaneously.
• Use conflict management skills and maintain a high degree of professionalism.
• Work directly with B2B Sales Account Managers and internal Wayfair teams to solve 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.
• Show a high level of professionalism, reliability, and customer-focused communication in all interactions.

What You’ll Need

• 1–2+ years of experience in a high-volume call center or customer-facing support role (B2B or premium service experience a plus).
• Strong attention to detail with the ability to accurately manage and document multiple customer interactions.
• Excellent time management and the ability to multitask across multiple systems, tools, and workflows simultaneously.
• Demonstrated ability to stay focused and productive in a fast-paced, back-to-back call environment.
• Exceptional communication skills, including active listening, clear articulation, and professional written responses.
• A customer-first mindset with a passion for helping customers and resolving concerns with empathy and ownership.
• Strong problem-solving and critical thinking skills, with the ability to navigate ambiguity and make sound decisions.
• A high level of professionalism, reliability, and accountability (attendance, punctuality, and follow-through).
• The ability to de-escalate challenging situations while balancing customer needs with business guidelines.
• A collaborative team player who contributes to a positive team environment and supports shared goals.

Office Location

Virtual

Compensation

The hourly pay rate ranges from $18.60-$20.70/hr plus a quarterly bonus based on performance. The hourly pay rate offered may vary depending on location, job-related knowledge, skills, and experience.

Schedule(s)

Must be open to working weekends.

Pay

The hourly pay rate ranges from $18.60-$20.70/hr plus a quarterly bonus based on performance. The hourly pay rate offered may vary depending on location, job-related knowledge, skills, and experience.

Schedule

Schedules will be discussed in further detail during your phone interview.

Benefits

While we review applications continuously, the timing of interviews and offers depends on how long the position has been open. Don't hesitate to apply, though—your recruiter or hiring manager will contact you regarding the next steps in your career.

Application Requirements

The complete application (resume, checklist, etc.) is reviewed along with the qualifications of the position to determine the top candidates for an interview, and there may be more candidates that apply than can be selected. Please keep a close eye on the career site, so you can promptly apply to roles you are interested in pursuing.

Assistance For Individuals With Disabilities

We are fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form.

Need Technical Assistance?

If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.

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 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.