Customer Service Specialist

100 Utah Ave South San Francisco California, 94080, Pay Range Minimum $18.15 Position Description: Provides support to customers from pre-sales to post-sales using online customer service ticket systems, live chat, emails and phone for Goodwill San Francisco Bay (GSFB) and its affiliated entities. Processes each ticket according to guidelines and customer satisfaction maintaining percentage requirements for customer service standards while identifying the customers' needs to achieve satisfaction. Ability to troubleshoot and investigate issues as needed to resolve customer questions or complaints. Ensures customer pickup items are pulled prior to scheduled appointments and transferred to customer according to guidelines. Meets customer service daily quotas. Essential Duties and Responsibilities: - Assesses all requests for return of merchandise while maintaining the E-Commerce return policy. - Audits repetitive complaints and reports any trends to management team. - Processes refunds with accuracy, according to policies and guidelines. - Builds and maintains effective quality working relationships with internal and external customers, promoting and demonstrating teamwork and cooperation. - Builds sustainable relationships and trust with customer accounts and inquiries through open and interactive communication. - Represents GSFB with high customer service standards. - Oversees the proper procedures for handling customer service inquiries and customer pick-up. - Implements...