Customer Resolution Specialist

Multi Contact Specialist-Service Specialist II Compensation Range: 22.35 - 27.30 hourly + quarterly bonuses Schedule: 40 hours per week with 8 hour shifts between the hours of 8:00 am and 10:00 pm ET, 2 days off. Your days off will be dependent on the schedule that you choose. You must be available to work weekends. Schedules are available on a first come, first serve basis as there is a limited headcount available for each schedule. This will be discussed further in your phone interview. Overview The Multi Contact Specialist team is an internal group focused on resolving complex customer orders that result in a high volume of customer contacts. This role blends the frontline expertise of a Senior Service Associate with the ownership, strategic problem-solving, and de-escalation skills. Multi Contact Specialists serve as the primary point of contact for customers whose orders have generated three or more contacts, ensuring a seamless, resolution-driven experience during the interaction. These specialists are empowered to take ownership of the issue presented and drive effective resolution within the scope of the contact. Orders with three or more contacts are routed directly to the Multi Contact team. In addition, the team handles a small number of escalation calls from Service and Specialized Service teams, representing less than 2% of total contact volume. What You’ll Do Own the Customer Experience by effectively utilizing the Multi Contact Treatments.Resolve High-Volume Issues: Focus on cases where customers have contacted Wayfair three or more times, ensuring issues are resolved effectively and efficiently without repeated hand-offs.Deescalate with Confidence: Utilize empathy, conflict resolution, and strong communication skills to repair customer trust and drive resolution.Problem Solve with Autonomy: Use analytical thinking and flexible decision-making to identify customized solutions, with an emphasis on first-contact resolution.Navigate Complex Situations: Manage cases that span damages, delivery issues, replacements, refunds, delays, and service failures — often simultaneously.Lead Through Communication: Deliver clear and professional communication with customers and internal teams through phone, chat, and email.Act as a subject matter expert for escalations from Frontline teams and LPAX (formerly LPS, DHD, and WayHome), including retail escalations and other Specialized team. Drive Continuous Improvement: Identify root causes of repeat contacts and systemic issues. Escalate themes and recommend process improvements to leadership.Multitask with Precision: Navigate multiple tools and systems simultaneously while managing multiple high-touch cases. What You'll Need Experience & Skills:Proven track record of resolving escalated or high-impact customer interactionsAbility to independently manage a queue of complex, multi-step issuesStrong communication skills (written and verbal), with the ability to deescalate and influence outcomesExceptional time management and prioritization skillsConfidence navigating ambiguity and applying critical thinking in high-pressure situations concurrentlySelf-motivated with a passion for ownership, results, and helping others succeed Assistance For Individuals With Disabilities Wayfair is 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? For more information about applying for a career at wayfair, visit our FAQ page here. 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. 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, genetic information, or any other legally protected characteristic. Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). 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.