E-Commerce Customer Service Specialist

Goodwill of Central and Northern Arizona

4d•$15•Onsite

About The Position

Provides support to customers from pre-sales to post-sales using online customer service ticket systems, live chat, emails and phone for Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities. Processes each ticket according to guidelines and customer satisfaction maintaining percentage requirements for customer service standards while identifying the customers’ needs to achieve satisfaction. Ability to troubleshoot and investigate issues as needed to resolve customer questions or complaints. Ensures customer pickup items are pulled prior to scheduled appointments and transferred to customer according to guidelines. Meets customer service daily quotas.

Requirements

High School Diploma or GED
Excellent customer service skills, with effective written and verbal communication
Strong internet navigation skills
Ability to speak, read, and write English proficiently
Proficient with Microsoft Office including Word, Excel, and Outlook
Ability to pass a background check and drug screen, where applicable for position
Ability to speak and read English proficiently

Responsibilities

Assesses all requests for return of merchandise while maintaining the E-Commerce return policy.
Audits repetitive complaints and reports any trends to management team.
Processes refunds with accuracy, according to policies and guidelines.
Builds and maintains effective quality working relationships with internal and external customers, promoting and demonstrating teamwork and cooperation.
Builds sustainable relationships and trust with customer accounts and inquiries through open and interactive communication.
Represents GCNA with high customer service standards.
Oversees the proper procedures for handling customer service inquiries and customer pick-up.
Implements and maintains procedures for superior customer service with a focus on continuous improvement.
Coordinates and ensures that the customer pick-up area operates according to the schedule by pulling pick-up items and following all pick-up procedures.
Ensures timeliness and accuracy of all required reports and records.
Maintains customer service site and desired ratings with www.shopgoodwill.com and any and all selling platforms.
Ensures that the working environment is clean, safe and organized.
Maintains regular and consistent in-person attendance.
Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
Performs other related duties, as assigned.