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Wayfair Chooses Lansing, Michigan Region for Customer Support Center

Wayfair, one of the world’s largest online-only home furnishings retailers, is establishing a customer support center in Meridian Township, Michigan.

The project is expected to generate a total private investment of up to $8.9 million and create 503 jobs according to the Michigan Economic Development Corporation. Michigan was chosen over competing sites in numerous other states.

By establishing a customer support center in Meridian Township, Wayfair is able to diversify its geographical coverage for customers throughout North America, officials said. The facility will house customer service representatives, support functions, including human resources, training, recruiting, workforce management and more, along with management.

The company’s decision to invest up to $8.9 million and create 503 jobs in Michigan resulted in Michigan Strategic Fund approval of a $1,760,500 Michigan Business Development Program performance-based grant. The company is also receiving a $750,000 Jobs Ready Michigan Program performance-based grant to assist with training needs. In addition, Meridian Township plans to support the project with expedited permitting.

“We are excited to expand our operations in the State of Michigan and bring more than 500 jobs to the Lansing area with the opening of a new customer service center in Meridian Township,” said Niraj Shah, CEO, Co-Counder & Co-Chairman, Wayfair. “At Wayfair, exceptional service is the cornerstone of our business. Our new location will allow us to even better serve our customers as we continue to raise the bar in creating the best possible shopping experience for home. We look forward to joining the greater Lansing community, creating exciting new job opportunities, and contributing to economic development in the region.”

"The company plans to hire for more than 500 positions over the span of three years, with the first round beginning in the late spring or summer of 2020," said Keith Lambert, Vice President of Business Attraction at Lansing Economic Area Partnership. "The average wage of all positions will be $18 an hour with the majority of hourly wages falling in the $14 to $17 range. All positions will have a full benefits package, and the more than 50 management and technical positions will carry higher salaries," Lambert added.

“What we typically look for is a community not unlike Meridian Township, Lansing and East Lansing that is kind of a ‘small big town,'" said Derek Oliver, Director of Government Affairs and Corporate Responsibility at Wayfair.

According to Oliver, Greater Lansing offered numerous assets for the company, including location, talent pipeline and the presence of partner organizations like LEAP. “It helps when there’s a great university and a great community college network that’s nearby like Michigan State University and (Lansing Community College), “ Oliver said. “It’s clear they have a great talent market.”

“This is great news for Mid-Michigan and the families and businesses that have put down roots here,” said Governor Gretchen Whitmer. “This new customer service center will help connect hundreds of Michiganders with good jobs and will send a message to the world that Michigan is a great place to do business. I’m excited to welcome the Wayfair team here to Michigan, and I’m hopeful that more businesses will follow their lead and move to our state.”

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