Customer Service Training & Quality Coordinator

Goodwill NYNJ•South Hackensack, NJ

2d•Remote

About The Position

Goodwill NYNJ's e-commerce operation sells thousands of secondhand items every month through ShopGoodwill, eBay, and a growing portfolio of online marketplaces. This remote role supports our onsite customer service team by making sure reps have the training, documentation, and quality oversight they need to deliver fast, accurate, and mission-aligned service. You'll partner closely with the onsite Customer Service Supervisor: building training materials, answering reps' questions, reviewing tickets for quality and accuracy, and auditing online listings to catch errors before they affect customers. This is a role for someone who loves building systems, writing clear documentation, and helping a team get better every day — without needing to be in the building to do it.

Requirements

2+ years of customer service experience, preferably in e-commerce, retail, or a marketplace environment; training or quality assurance experience a plus
Familiarity with eBay seller tools, ShopGoodwill, or similar resale platforms is a strong plus
Excellent written communication skills — able to write clear, well-organized training materials and SOPs
Strong organizational skills; able to manage multiple workstreams (training, tickets, listings, documentation) independently
Comfortable working remotely and collaborating closely with an onsite team and supervisor
Self-directed and proactive; comfortable spotting problems and proposing solutions without close supervision
High school diploma or equivalent required

Nice To Haves

associate or bachelor’s degree a plus

Responsibilities

Respond to all advanced customer inquiries across ShopGoodwill, eBay, and other platforms within platform-required timeframes, with a goal of same-business-day response
Manage return carrier claims, refund requests > $500, and disputes end-to-end — from acknowledgment through resolution — following established workflows
Communicate with customers in a clear, positive, and solution-focused tone at every touchpoint, even in difficult situations
Escalate complex or high-value cases appropriately while keeping the customer informed throughout
Ensure all cases are documented, tracked, and closed out completely in the applicable platform and internal systems
Document return reasons and identify internal person, processes, or systems responsible for return
Design, write, and maintain training materials, SOPs, and reference guides for the customer service team
Serve as the go-to resource for reps' day-to-day questions on policies, procedures, and platform requirements
Help onboard new customer service representatives and provide ongoing coaching as processes evolve, in coordination with the onsite supervisor
Update training content as platform policies change (eBay, ShopGoodwill, and others)
Review customer service tickets for accuracy, tone, and adherence to established workflows
Identify recurring issues or coaching opportunities and share them with the onsite supervisor and management
Support the team on escalated or complex cases as needed
Track quality trends and flag risks to seller metrics (response rate, resolution rate, defect rate) before they become violations
Review online listings across ShopGoodwill, eBay, and other marketplaces for accuracy, completeness, and quality
Audit failed or flagged listings, identify root causes, and coordinate corrections with the production team
Flag listing trends that are driving customer inquiries or disputes
Create and maintain SOPs covering customer service and listings-related processes
Support management with day-to-day operational tasks as needed
Track and report on recurring issues, process gaps, and improvement opportunities based on listing and customer service ticket reviews
Participate in team meetings to share insights that reduce case volume and listing errors over time