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 interactions \* Ability to independently manage a queue of complex, multi\-step issues \* Strong communication skills (written and verbal), with the ability to deescalate and influence outcomes \* Exceptional time management and prioritization skills \* Confidence navigating ambiguity and applying critical thinking in high\-pressure situations concurrently \* Self\-motivated with a passion for ownership, results, and helping others succeed