We are beyond slammed with exception calls and angry customers, super short staffed. People leaving in droves and now they want to drive the rest of us out with 14 day FCR. I have been here for 2 1/2 years and Im honestly at my breaking point. The job stress is making me ill to the point where I cant sleep anymore. Wayfair used to be a decent place to work but these changes are for the worst. A lot of my co-workers feel the same and really let down by management. I feel like no one is here for us.
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@2ozf+1tbWGEos you're a bi--h
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Not mental health problems
It doesnt help either with all the work avoidance from JSL, RPOPs and SCT agents. They pass everything with a HCR over to Care.
I currently work in Care and its the most stressful job I have ever had. Management doesnt get it and doesnt care about what we go through. Thesew new metrics just take the stress levels to an all time high. Im glad I wont be here to witness how difficult the job will be I just found something else, I advise anyone thats left to get out. The dept doesnt deserve good people, they have made our work life horrible.
So sorry to those of you in CARE we on the phones and digital know how you feel. It's been miserable and unfortunately it's not going to get better this company is going to go downhill further they're not going to change anything for the better we're trying to get rid of us with pips and quite obviously it's going to work.
A small group of us are still in digital when we aren’t put on phones every Monday. Or for the 3 random hours that seem to line up with lunches for the phone team. The issues are not better if you’re a US digital agent trying to pick up the slack in chat and text after the overseas team has passed the conversation around 5 times, by saying I’m looking into this and letting it drop. I’ve had customers tell me that have been on the same chat for hours! This jsl team will be the downfall of Wayfair! Wayfair doesn’t care if we leave, that’s the goal and they will continue to pile more out of reach numbers on us to make that happen. Maybe we all still get laid off, who knows. The fact is, who is going to fix the problems when all the tenured agents with the knowledge of how to fix them is gone? I don’t mind fixing a messed up order every now and then, but when it’s because the majority of my job, it’s a problem, and it’s made worse by this disingenuous IBR system that pushes a majority of the texts, chats, and calls to 20% of the agents. It’s bad enough as someone already said, that we take full accountability for damaged items if we refund or replace an item. The fact this has ever been a thing is completely insane! I thought for a long time that I was the odd one out. Stressed and overwhelmed. Lied to, told we can’t express any frustration with the issues because managers fear will spread bad moral to the rest of the agents. I feel like we all are having the same problems with a company and there are less employees who still enjoy their job. Wayfair has basically written us off and implemented a plan to force us out. I’m so sorry to everyone out there feeling mentally drained. I understand the perks of working from home and knowing how to do your job well, having a schedule that works. We also can’t sustain this mental abuse from customers and ones who charge.None of us want to take the plunge and start over. I do however believe the longer we are here the more upper management will double down on us. They aren’t going to do anything about the overseas teams no matter how many times we report them. The havoc wreaked by them is upper management’s dream come true! They are assisting in the purge faster than they anticipated. It really is time to move on sadly.
Maybe but that’s between JSL and their employees. Wayfair doesn’t decide their wages.
Is it true that they pay JSL people $1 an hour?
I would say the past month with all the JSL issues, angry customers and talk of layoffs has put me in a very dark place. Im very concerned about the metrics and how out of reach they are for us all. Im seeing more orders without wraps or wizard runs as agents are afraid to touch the order over FCR, HCR and CSAT goals being so high. This is resulting in customers calling back in super mad and theres not even a note on the order from that previous call. The same thing is happening with JSL, they make crazy promises to customers and then say rate me a 5 in the survey. When the customer calls in, we get the bad CSAT. I want to know what is managements goal with the insane metric expectations, do they just want rid of us all? They are driving away the good employees who just want to do their jobs. I have been with Wayfair 8 years and I used to like my job, now I live in fear every day with how difficult management has made the job we do. Add to that all the supplier issues, carrier issues, tech issues and JSL, Wayfair has become a challenging place to work. And it seems like all of the blame is put on customer service agents. There is no other department in Wayfair that takes the blame for a carrier losing or damaging an order, or when we cant run a return wizard and the customer has to call back then FCR takes the hit and we get the bad CSAT. Or when JSL makes crazy promises, this falls on the agent on the phone. Management needs to fix the underlying causes of bad CSAT, and think about why a customer calls back in before pushing the blame onto customer service agents. Management is failing both on the employee end and the customer end.
I just got off work today and cried my eyes out. I got yelled at all day long by customers who were promised refunds, over night shipping on parts, free replacements and not having to return damaged items from chat agents. Customers are taking this out on the phone agents and management is doing nothing to address this. I am having a hard time mentally with the stress of customers, insane metrics that they are giving us, chat agents and their lies. Im not enjoying my life away from work as Im so depressed with my work life. I wish I had a manager that cares that could help me through this job stress. What has happened to Wayfair? It used to be a decent place to work and now its terrible. I feel beyond stressed and sick from it all. Can someone in management please help us out in frontline?
Customers are absolutely losing their minds over chat, they are being told to call in with unrealistic expectations and the senior service is catching the metric hits constantly. JSL outright lies phones are slammed with pi---d off people being told they will get free overnight delivery and everyone knows that is not a thing wayfair does. We don’t promise overnight delivery but JSL does
I cannot stand how they treat offshore agents. They should pay them a decent wage. I would not give a sh-t either if I was JSL. They are making 400 at most per month.
WF is getting what they paid for.
Taking care of our mental health as onshore agents has to be #1.
WF has been profits before people for way too long.
I had so many customers the past week call in all fired up over the overseas chat agents. This is the reason why we have so many calls in the queue. There is no point offering chat support if they are just to annoy customers and get us yelled at.
JSL is causing havoc with customers and telling them to call in to speak with Care. They are doing mass amounts of work avoidance. I have reported this to my manager and she told me they are still in training mode and dont be so hard on them. Meanwhile my metrics are in the trash over what they are doing. I got yelled at all day by customers complaining that the chat agent lied to them. Im looking for a new job I cant take this any longer. No one in management cares about what JSL is doing to us. When we all quit or get fired, management wont have anyone to manage and they will be out of a job. Wayfair deserves JSL and watch the customers leave after dealing with their BS.
There needs to be a crack down on the JSL team, but when they get paid penny’s a day to work here, Wayfair isn’t going to get rid of them. They are collectively doing the same things to avoid bad Csats and High cost resolutions. Yet we are told it’s just a handful of them “eye roll.” At this point tenured customer service and
Care are just clean up crews, who will take the hits for a team now outnumbering the US teams. Like the previous post said CS is trying to avoid calling CARE we don’t want to pass the buck either.
I promise we are doing our best on frontline to stop them from coming but we have agents promising things in chat that we have no way to give them
Their goal is to have you quit they dont want US based employees. Take care of your health over this job.
I think any customer based department is feeling this! Don’t let this place ruin your mental health! Everything they have done has Ben on purpose. The new objective is to fire everyone for pips or make us miserable enough we want to leave. It’s a toxic environment we are all dealing with and Wayfair isn’t going to stop until we are all gone one way or another. Look for another job and save your sanity.