Are you passionate about buying and selling online? Do you thrive on delivering outstanding support to customers? Then we may have the position for you. The Ecommerce Customer Support Associate is a key position in our online strategy. Thru your knowledge of online marketplaces, strong research and deductive reasoning ability, your background and sheer intuition, you will work tirelessly to keep customers wanting to come back again and again. The ecommerce Customer Support Associate is responsible for making business decisions that deliver superior customer satisfaction. This position requires strong interpersonal skills and will provide guidance to management with a focus on continually improving internal operations.

RESPONSIBILITIES
  • Provide superior customer service satisfaction by researching and responding to every customer communication in a professional manner with quick, accurate, and honest information.
  • Communicate with customers via CSM ticketing system, email, phone and in-person.
  • Manage internal communications regarding unique order fulfillment and customer needs.
  • Monitor quality standards throughout internal operations and provide feedback to team supervisors
  • Maintain quality standards of products by reviewing online listings and customer feedback 
  • Execute daily quality control checks and make suggestions for continued improvement.
  • Communicate with the Fulfillment Supervisor during order fulfillment regarding address changes, cancellations, special requests, quality control, etc.
  • Manage the customer returns process including refunds, communication, and feedback.
  • Attend training events and meetings as scheduled
  • Represent the Mission of Goodwill at all times to our customers, vendors, partners, staff and Program Participants.
  • Respects and has knowledge of cultures, ethnicities, gender, sexual orientations and age groups other than one’s own, able to work effectively with all.
  • Continually provide suggestions and feedback for process improvement.
  • Perform other related duties as assigned.

QUALIFICATIONS & EXPERIENCE
  • High School diploma or GED
  • 1-2 years of related experience
  • Experience buying/selling online helpful
  • Experience using CSM ticketing systems (ZenDesk, ReplyManager) highly desirable 
  • Background in art, antiques, vintage items, collectibles or other consumer goods helpful
KNOWLEDGE, SKILLS & ABILITIES
  • Read and write English proficiently, strong business acumen
  • Minimum 40 WPM typing skills
  • Ability to work weekends and holidays
  • Basic mathematical skills
  • Ability to work respectfully and cooperatively with diverse group of individuals from a variety of educational, social and economic backgrounds
  • Respects and has knowledge of cultures, ethnicity, gender, sexual orientations and age groups other than one’s own, able to work effectively with all
  • Follow workplace quality and safety standards and contribute to a culture of safety
  • Receptive to feedback, willing to learn and embrace continuous improvement
  • Strive for high customer satisfaction, going out of the way to be helpful and pleasant

PHYSICAL REQUIREMENTS
  • Able to consistently lift a minimum of 45 lbs unassisted 
  • Able to stand on hard surfaces for an extended period of time

ABOUT THE ORGANIZATION
Today, Goodwill San Francisco, San Mateo and Marin stands as the original social enterprise model with 20 popular retail locations, 26 donation sites and a thriving eCommerce shopping platform. A beloved and trusted community resource, Goodwill serves the region’s neediest neighborhoods by providing critical job training and support services that transform the lives of thousands of individuals and families through the power of work.

We believe that working at Goodwill is more than collecting a paycheck. We are a mission driven and diverse nonprofit organization that values safety, belonging and learning in the workplace. We invest in our employees

Department: Retail
This is a non-management position
This is a full time position
Pay Rate: 16.00

Visit Careers at SF Goodwill (San Francisco, San Mateo, Marin Counties)

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