Manager - Executive Resolution Team
The Executive Resolution Team is a dedicated team within the Customer Service organization that serves as Account Managers for customers who have experienced repeated difficulties with their past Wayfair orders. As the highest possible level of customer service for some of Wayfair’s most active customers, we provide win-win solutions for our customers by applying a differentiated, analysis-driven approach to customer service and account ownership. The ERT’s mission is to identify what has been causing these issues (carriers, suppliers, etc.) by working exclusively with our customers, performing deep dives on orders, contacting third parties, and performing quality checks.
What You'll Do:
- Manages a team of 10-15 consultants at varying skill levels & areas of responsibility
- Supervises Account Management Consultants who own orders with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, and any other issues that may arise from the order fulfillment process
- Helps consultants meet customer satisfaction, resolution targets, exceed customer expectations, build customer loyalty and take advantage of sales opportunities
- Makes recommendations and/or takes corrective action to manage performance as appropriate
- Works closely with Human Resources and Senior Leadership to address and resolve employee issues
- Effectively interviews and recommends candidates for hire if needed
- Integral part of the disciplinary and termination process
- Provides extensive coaching, counseling and managing performance
- Analyzes trends based on historical data to close performance gaps
- Conducts side-by-side observations and quality assurance (call monitoring) reviews
- Coaches and develops agents in soft skills, handling multiple streams of incoming workload and service techniques
- Responds in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution
- Provides back-up support by taking calls/chats/emails during staffing shortages, high volume activity or as needed
- Performs other job-related duties as assigned by the Company and/or your director or manager
What You'll Need:
- 1-2 years experience in people management
- Excellent problem solver with a proven track record of driving results
- A competitive spirit and drive to succeed
- Outstanding oral and written communication skills
- Ability to close performance gaps
- Ability to multitask
- Ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
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.