Job description

We believe every individual has the power to create a positive social impact. Goodwill of the San Francisco Bay has numerous opportunities for people who want to make a difference, while building their professional skills. Our organization is rooted in empathy and a driver of the circular economy in the SF Bay. Your professional skills will help to propel a mission driven organization, that cares deeply about people and the planet. We look forward to welcoming you.

ECOMMERCE CUSTOMER SUPPORT SPECIALIST

The Customer Support Specialist 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 customer service satisfaction by researching and responding to every customer communication in a professional manner with quick, accurate, and honest information.

· Manage internal communications regarding unique order fulfillment and customer needs.

· Manage the coordination of appropriate staff to respond to pre-sales inquiries within one business day.

· Monitor quality standards throughout internal operations and provide feedback to Sales & Marketing Coordinator.

· Communicate with the Operations Manager during order fulfillment regarding address changes, cancellations, special requests, quality control, etc.

· Manage the customer returns process including refunds, communication, and feedback.

· Provide backup for all eCommerce positions when necessary through cross training.

· Attend training events and meetings as scheduled.

· Represent the Mission of Goodwill at all times to our customers, vendors, partners, staff and Program Participants.

· Work safely and adhere to all safety policies and procedures.

· Respects and has knowledge of cultures, ethnicities, gender, sexual orientations and age groups other than one’s own, able to work effectively with all.

· Perform other duties as assigned.

QUALIFICATIONS

· Fast, effective, accurate, and compelling communication skills.

· Experience with online customer service and communication.

· Experience using computers and the internet.

· Must be able to type proficiently.

· Ability to work in close quarters as part of a team.

· Experience buying/selling on eBay, Amazon, and Half.com.

ACCOUNTABILITIES

· Deliver the highest quality customer service to ensure customers are satisfied.

· Record and track order failures and coordinate with the Fulfillment Team Lead and the Production Team Lead to correct the source of the failures.

· Ensure that payments and refunds are processed efficiently and accurately.

PHYSICAL REQUIREMENTS

· The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

“Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.”

Goodwill San Francisco Bay’s guiding principle is that everybody deserves a second chance—and everyone deserves access to training, job opportunities, and support to succeed in our economy. We currently operate 34 retail stores, 33 donation sites, and two warehouse outlets across six Bay Area counties. This includes San Francisco, San Mateo, Marin, Alameda, Solano, and Contra Costa. Many of our career centers are embedded in our retail stores and are managed by career advisors who help people get jobs either directly at Goodwill or through our employer network. Goodwill SF Bay relies on a combination of material and financial donations to support employment services including individualized career support, skill building, industry certification programs, and support services such as transportation, clothing vouchers, referrals to mental health, housing and more. Donating and shopping at Goodwill is good for our planet and the local environment and helps Goodwill SF Bay divert >35 million of pounds from local landfills every year.

Job Type: Full-time

Pay: $18.00 - $19.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

People with a criminal record are encouraged to apply

Ability to commute/relocate:

• South San Francisco, CA 94080: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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