E-Commerce Customer Support and Success - South Hackensack, NJ

Goodwill NYNJ•South Hackensack, NJ

12d•$17 - $20•Onsite

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 role is the voice of our customer — handling every inquiry, return, and refund with speed, empathy, and professionalism that protects our seller ratings and keeps buyers coming back. You'll own the full customer experience loop: from first contact to resolution to feedback, and when your queue is clear, you'll step onto the production floor to help list and prepare items for sale. This is a hands-on, mission-driven role at the center of a growing operation.

Requirements

1–2 years of customer service experience, preferably in e-commerce, retail, or a marketplace environment
Familiarity with eBay seller tools, ShopGoodwill, or similar resale platforms is a strong plus
Strong written communication skills — you're clear, warm, and professional in every message
Organized and detail-oriented; able to track multiple open cases without things falling through the cracks
A team player who sees the connection between great customer service and the mission we're supporting
Comfortable working in a fast-paced, physical environment and willing to flex between desk and production floor work
High school diploma or equivalent required

Nice To Haves

associate's or bachelor's degree a plus

Responsibilities

Respond to all customer inquiries across ShopGoodwill, eBay, and other platforms within platform-required timeframes, with a goal of same-business-day response
Manage returns, refund requests, 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
Monitor and actively protect eBay Top Rated Plus status and ShopGoodwill strong seller standing by maintaining response rate, resolution rate, and defect metrics within required thresholds
Stay current on platform policy changes across eBay, ShopGoodwill, and other active marketplaces that affect seller ratings or dispute handling
Flag any metric risks to management before they become violations
Track and categorize customer inquiry patterns — identifying recurring issues related to item condition, listing accuracy, shipping, or packaging
Provide regular, structured feedback to management on the root causes driving customer cases, so teams can be trained and processes improved
Participate in team meetings to share customer insights that reduce case volume over time
When the CS queue allows, support the e-commerce production team with photographing, describing, pricing, and listing secondhand items across platforms
Maintain listing quality standards — accurate condition descriptions, clear photos, appropriate pricing — as trained