Representative - Customer Service
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Work for GOOD at Goodwill
- Do you want to make a difference in your community while earning a paycheck?
- Would you like to help your community and environment every day that you come to work?
- Looking for a job that provides meaning as well as personal and professional development?
Goodwill San Antonio is one of the largest and most dynamic social enterprises in San Antonio.
We are an entrepreneurial non-profit that provides employees the opportunity to innovate, grow and discover new skills, while generating revenue that funds both employee and community programs.
We are a diverse and inclusive organization founded and focused on Fighting Poverty and Creating Opportunity. We specialize in facilitating personal and professional growth for our employees, particularly those who may have experienced barriers to successful employment in the past.
We strive to maximize the value of each employee’s work and each donor’s donation to benefit our community and environment. Without Goodwill in our community, millions of pounds of perfectly usable items would be harming the environment in landfills. Instead, Goodwill employees are fueling a robust economy by recirculating used goods.
Our Good Careers Academy and Good Careers Centers Help Change Lives through the Power of Work as well by delivering education and meaningful job placement.
Explore careers with Goodwill in retail, production, warehouse, logistics, contact center customer service, career services, technology, document imaging, grounds maintenance, janitorial and facilities maintenance. Goodwill regularly partners with local, state and federal government agencies to provide additional diverse career opportunities.
We prefer to promote from within. Your growth and advancement is our priority.
Achieve your potential at Goodwill and beyond through our personal and professional skills development programs, supportive health and well-being benefits, competitive base and bonus pay, savings plans, personal financial education, store purchase discounts, paid time off, leadership development, tuition reimbursement and more.
Change Lives. Make a Difference.
Discover Purpose. Apply today at WorkforGoodSA.org.
POSITION SUMMARY
As a Customer Service Representative, you will be the voice of our Goodwill Client Services, providing exceptional service to our customers and team members in a role that combines both Customer Service and Data Entry functions. You’ll engage with our customers and internal team members to foster relationships, utilize your problem-solving skills to identify needs, and assist them with customer service and maintenance tickets that will improve the day-to-day operations. You’ll have the opportunity to demonstrate your professionalism, initiative and desire to learn and grow with our internal Servant Leadership model.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Answer inbound service calls, emails, and chats in a fast-paced service center environment.
- Identifies customer/team member needs and verifies their requests/issues through approved methods.
- Promotes first contact resolution when applicable by referencing correct knowledge articles via client knowledge base system.
- Response in a professional, accurate and timely manner to inbound inquiries through a variety of communication channels.
- Maintains a high degree of client knowledge through active participation in training, coaching, and quality assurance calibrations.
- Displays critical skills by responding to client/customer inquiries by clarifying the request, researching the inquiry, providing solutions, attention to data-entry detail, and escalating matters through appropriate channel when applicable.
- Uses proven customer service techniques to establish and maintain customer, team member, and client relationships.
- Must be able to multitask and think critically when assisting client/customer.
- Properly and accurately updates client/customer records prior to entering ticket.
- Demonstrates knowledge, skills and abilities to ensure that all key performance indicators listed on individual performance scorecard are met.
- Provide enthusiastic, professional, quality, prompt and courteous service to team members and customers.
- Assist team members, clients and customers with needs that incorporate other internal departments, such as escalations, ticket data-entry, and Customer Service.
- Observe safety and security procedures, and report potentially unsafe conditions.
- Performs all other duties and expectations as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice).
- Hours and days may vary dependent on business needs.
REQUIREMENTS
- Minimum one year of experience in a Customer Service call center environment.
- Proven professional verbal and written communication skills; ability to meet attendance expectations.
- High school diploma or GED required.
- Basic proficiency with MS Office (Word, Outlook and Excel).
- Must be able to meet the physical requirements of the position.
- For positions that require driving, must maintain a valid driver’s license and automobile insurance coverage, and be able to travel as needed if you drive your vehicle during company business.
Equal Opportunity Employer/Veterans/Disabled
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