Customer Service Specialist

E-commerce Customer Service Representative

The purpose of this position is to maximize the value of donations by facilitating the online sale of merchandise. The E-commerce Customer Service Representative is responsible for answering all customer service requests in a timely manner, including preparing and assisting with all in-store pickups. They are the face of our departments and accountable for ensuring each user's experience is positive. This position will be guided by the values of GCT to support in the overall operation and growth of the Ecommerce departments.

Role and Responsibilities

• Politely and professionally responds to all customer service requests within 24 business hours; uses templates and department guidelines to shape responses whenever possible to ensure consistency.
• Maintains strong understanding of marketplace rules and policies to ensure compliance. Immediately alerts leadership of any concerns.
• Tracks all refunds according to department standards and communicates any employee mistakes and repeated issues to leadership to be addressed maintaining a high level of confidentiality.
• Works with team to both give feedback and receive assistance as needed with customer requests in a polite and professional manner.
• Accurately pulls local pick-up orders and promptly delivers them to related customers as they arrive.
• Ensure safety standards are met by maintaining clean and always organized personal and shared work areas.
• Maintains up to date return request and pickups area and additionally ensures all related paper and computer files are accurate and up to date also.
• Maintains professional and positive team-oriented relationships with coworkers and supervisors.

Supervisory Responsibility

This position does not have supervisory responsibilities.

Required Skills & Qualifications

• Prior experience working in a warehouse environment preferred.
• Basic computer skills.
• Must be able to multi-task to meet daily production quotas.

Physical Requirements

• Ability to work in a non-climate-controlled environment.
• Must be able to lift and carry up to 50 pounds at times.
• Must be able to stand, bend and twist for eight hours.
• While performing the duties of this job, the employee is frequently exposed to airborne particles.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status. Post offer background check is required to ensure applicant meets all eligibility requirements for the assigned customer/location. Alternative work locations may be offered as appropriate.