Lead E-Commerce Customer Service Agent (1906)

GOODWILL SOUTH FLORIDA•Miami Gardens, FL

10d•Onsite

About The Position

The Lead E-Commerce Customer Service Agent plays a critical dual role in Goodwill South Florida’s E-Commerce operation. This position is responsible for providing hands-on support to customers across multiple online platforms (eBay, Amazon, ShopGoodwill, Shopify) while also serving as the first point of contact for the Customer Service Agent team. The Lead acts as a team coach, escalation contact, and operational liaison between agents and the Director of E-commerce. The ideal candidate demonstrates leadership, initiative, and a strong understanding of E-commerce customer experience best practices and platforms such as Upright Labs and CashMonkey.

Requirements

High school diploma or equivalent required.
Minimum of 2 years of E-Commerce customer service experience required.
Demonstrated leadership, coaching, or mentoring experience in a customer service or retail setting.
Excellent communication, problem-solving, and conflict-resolution skills.
Strong task management and organizational abilities; able to balance hands-on duties with coordination.
Familiarity with online marketplace policies, buyer protections, and fulfillment processes.
Proficient in using E-commerce platforms such as eBay, Amazon, and ShopGoodwill.
Familiarity with listing software (e.g., Upright Labs, CashMonkey) and order tracking systems.
Proficient in email platforms, Google Workspace, Microsoft Office, and willing to learn CRM/ticketing tools as introduced.
Ability to read, write, and communicate effectively in English.
Maintains high standards of ethical conduct, exhibits honesty and integrity, and refrains from theft-related, dishonest, or unethical behavior.
Accepts responsibility and demonstrates responsible behavior, initiative, and tenacity; Works with minimal supervision and is dependable.
Adheres to all corporate policies and procedures, including occupational safety and health policies, and promptly responds to management directions.
Demonstrates accuracy, completeness, and neatness.
Produces work assigned by the manager efficiently and promptly.
Report to work as scheduled and on time and remain on the job throughout regular work hours.
Works and interacts with others to accomplish overall group goals; solicits feedback to maximize results.
Observe all safety and security procedures; report any safety deficiencies to your immediate supervisor.
Dress in appropriate business attire.
Conduct yourself professionally.
Take initiative.
Be dependable and accurate, and take pride in your work.
Adapts to changes in the work environment, manages competing demands, and adjusts approaches and methods to best fit the situation.
Works within approved budget; develops and implements cost-saving measures; contributes to profits and revenue; conserves organizational resources.
Must be an organized professional with an excellent eye for detail.
Shows respect and sensitivity for cultural differences, educates others on the value of diversity, promotes a harassment-free environment, and builds a diverse workforce.
Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Exhibits confidence in oneself and others; inspires and motivates others to perform well; effectively influences the actions and opinions of others; accepts feedback from others; gives appropriate recognition to others.
Must be highly reliable and able to carry out tasks autonomously and collaboratively.
Self-motivated and a self-starter.
Develop strategies to achieve organizational goals, understand the organization's strengths and weaknesses, analyze the market and competition, identify external threats and opportunities, and adapt strategy to changing conditions.

Nice To Haves

Prior team lead or supervisory experience in a customer-facing or support role strongly preferred.
Bilingual (English/Spanish) strongly preferred.
Spanish is a plus, but not required.

Responsibilities

Respond to customer inquiries through phone, email, and marketplace messaging portals with professionalism, empathy, and accuracy.
Manage complex customer cases involving returns, disputes, shipment issues, negative feedback, or multi-channel concerns, escalating as needed to the Director.
Resolve product, order, and shipping issues by collaborating with fulfillment, warehouse, and listing teams.
Review and manage return requests, refunds, and claims through Amazon A-to-Z, eBay Resolution Center, and other platform-specific systems.
Identify customer trends and feedback issues, and recommend adjustments to listings or internal processes.
Provide day-to-day guidance and mentoring to the Customer Service Agent team to ensure performance consistency and adherence to SOPs.
Monitor team workflows and provide real-time support or direction during high-volume periods.
Support the onboarding and training of new team members, ensuring knowledge transfer regarding marketplaces, systems, and policies.
Conduct periodic quality checks on team communications and provide feedback to support skill development and customer satisfaction.
Maintain and update standard response templates, FAQs, and SOPs in collaboration with the Director, Administrative and Operational Support.
Prepare weekly summaries or insights on customer service trends, team performance, and recurring issues for leadership review.
Assist with scheduling coordination, shift coverage planning, and timekeeping accuracy for the team.
Ensure team workspace remains clean, organized, and compliant with safety standards.
Act as a liaison between the customer service team and other E-Commerce units (e.g., listing, shipping, returns).
Assist with maintaining updated SOPs, FAQ resources, or customer response templates to promote consistency across support channels.
Perform all other duties as assigned.