Luxury Concierge Specialist

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.

Schedule

• Sunday: 9:30am–6pm EST
• Monday, Wednesday, Friday: 11:30am–8pm EST
• Tuesday and Saturday: OFF

Alternate schedule:

• Monday–Thursday, Saturday: 11:30am–8pm EST
• Sunday and Friday: OFF

Pay

The base pay rate ranges from $22.35/hr to $24.80/hr for this position.

About the role

The Perigold Dedicated Service 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.

Responsibilities

• Serve Perigold customers by responding to customer calls and email 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
• 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), and by leveraging creative problem solving that adheres to department guidelines, practices, and 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

Requirements

• 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 and 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.