Pros
I really liked the culture and company values of Wayfair. I liked how they make employees feel valued and important. There are always fun contests and engagements happening for remote employees. I really liked my manager and my team. My manager helped me believe in myself and always pushed me to be my best. The scheduling is very flexible and I enjoyed having options to flex days off and take time off when needed without approval. You have the option to work certain holidays for overtime pay. I never leveled up but from what I saw there is lots of room to move up in the company. Lots of the managers were customer service reps themselves at one time. Most of the coworkers I interacted with were very nice people. Some people you could tell hated their job but there were a few who really took pride in what they do and their attitude would really brighten my day. The benefits and health insurance was really good.
Cons
I did not want to leave Wayfair. But I had to because the job was becoming too overwhelming for my mental health. The first two months out of training I really liked the job and being able to help customers. I had a lot of fun with it and felt like I was doing a pretty good job. Once month #3 hit, the metrics started getting drilled into me and it became apparent the KPIs and standards they hold for phone customer service reps were very strict and difficult to maintain. I started having anxiety attacks before work because I was afraid of failing a metric or doing something wrong everyday. I didn't like how we were not allowed to make outbound calls to Fedex when a customer called in to ask for help in changing their shipping address. I also didn't like how we were not allowed to place customers on hold for even just two minutes to catch our breath or gather our thoughts, especially when on the phone with an escalated customer. A lot of situations are not covered in training and once you are on the floor you are left to kind of figure it out on your own because the knowledge base they have is extremely difficult to search for the information you need and every time you post in the chat for help people tell you to just search the database. A lot of the policies I felt were a bit unfair. There was little room to make the customer happy when all was said and done in certain situations. Some of the vendors were weird and would not ship out a customer's order on time and I hated having to tell the customer they had to wait one more day or one more week before we could do anything about it knowing well that their order was lost.
