Service, Manager

Wayfair-posted 9 months ago
Full-time • Manager
Onsite • Athens, GA
Furniture, Home Furnishings, Electronics, and Appliance Retailers
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This position is a in-office role that works out of our Athens Center of Excellence. This is not a virtual / remote position. Join Our Customer-Focused Team at Wayfair! At Wayfair, we're dedicated to creating positive home shopping experiences for our customers and creating an environment where our associates can thrive. We empower our leaders to shape their teams and drive success through continuous coaching, accountability, and positive influence.

  • Manage and support a team of 15-20 associates with varied skill levels, promoting teamwork.
  • Supervise associates handling customer inquiries via phone, email, and potentially chat, addressing post-order issues.
  • Provide coaching and support to help associates meet performance goals and customer satisfaction targets.
  • Conduct observations and reviews to maintain service quality.
  • Contribute to performance management processes.
  • Work with Human Resources and leadership to address team-related issues.
  • Participate in the interview and selection process.
  • Analyze performance data to identify areas for improvement.
  • Assist with customer interactions during peak periods.
  • Facilitate regular career development discussions with associates.
  • Previous experience in a leadership or supervisory role, preferably within a high-volume, fast-paced environment.
  • Proven ability to coach and develop individuals, providing regular feedback and support to drive continuous improvement.
  • Strong problem-solving skills and the ability to influence change in a dynamic environment.
  • Excellent communication and interpersonal skills with the ability to manage difficult conversations with tact and professionalism.
  • Ability to work independently, take initiative, and make data-driven decisions to enhance team performance.
  • You must be authorized to work in the United States without visa sponsorship by Wayfair now or in the future.
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