Asset Protection Host

We are Wayfair; we deliver a best-in-class customer experience in the furniture and home space because of people like you, who are driven, determined, collaborative, and thrive in a fast-paced environment. We are looking for a Customer Host to join our Wayfair Retail Asset Protection team. This is an incredible and unique opportunity to join a rapidly growing company and to help build a department from the ground up – your professional home awaits you at Wayfair!

The Asset Protection Host will be responsible for maintaining the highest levels of safety and security for Wayfair associates and customers each day. This position will provide support to all applicable stakeholders in the event of an emergency. This individual will be part of a dynamic Retail Asset Protection team whose mission is to provide world class support to our partners. The Asset Protection Host will report to the Asset Protection Manager and advise on any developing opportunities.

Overview

As an Asset Protection Host, you will support the Asset Protection and Store Leadership team by contributing to the overall guest experience by welcoming and thanking guests and employees into the retail store.  This key role will report to the Asset Protection Lead and Asset Protection Manager.  This is a people-facing role and requires the right candidate to be engaging, charismatic, and eager to engage regularly with customers and employees.  In addition to greeting and engaging guests, this role will also play a large part in identification of dishonest behavior by guests and visitors, and requires one to have effective communication to report behaviors to the Asset Protection Manager and Lead.  In some circumstances, the AP Host will play a role as witness in an asset protection apprehension or investigation.   This may include being present during an apprehension and processing of a shoplifter or dishonest employee.

What You’ll Do

Customer Experience and Greeting/Engaging at the store’s entrance/exits

• Greet and Engage customers at the front door(s) during business operating hours.
• Provide guidance and directions to customers who have inquiries and/or concerns
• Communicate with store leadership and Asset Protection for customer assistance
• Maintain their post, while providing clear and friendly information to customers

Theft Identification / Prevention

• Identify guests who may exhibit signs of dishonesty and communicate observations with the AP Lead, Manager or AP Specialists on duty
• Provide witness support during a shoplifting apprehension and investigation
• Communicate concerns of suspected dishonesty (internal or external theft) to the AP Manager and Lead.

Safety Focus

• Identify and communicate any safety related concerns on the sales floor or back of house, by conducting safety related walks / audits.
• Share feedback with store and AP leadership on safety observations
• Proactively react to safety incident involving guests or associates
• Complete thorough safety reports as required
• Attend safety related meetings to share safe ways of working and best practices

Security Desk Support

• Work at the security desk to aid in the safe check in/out of associates for their shifts.
• Monitor store cameras (entrance, exit, BOH) for activity
• Greet and engage associates as they arrive and depart 
• Assist the store Administrative Assistant with answering phones, checking voicemail, answering associate inquiries, device check in/out,  and documenting necessary reports.
• Respond to associate / customer injuries and incidents as needed
• Log and record incidents reported to the Security AP desk including but not limited to: incidents of fraud or theft, safety related incidents, other loss/risk concerns.

What You’ll Need

• 1+ year of customer experience in a retail or customer facing setting
• Flexible availability (nights / weekends)
• Excellent customer service skills - including written and verbal communication
• Knowledge of Google Systems including email, google sheets, and other google platforms
• Ability to stand for long periods of time 
• Ability to lift up to 15 pounds