E-Commerce Customer Service Specialist - South San Francisco

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 of Central and Northern Arizona (GCNA) 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 and maintains procedures for superior customer service with a focus on continuous improvement. Coordinates and ensures that the customer pick-up area operates according to the schedule by pulling pick-up items and following all pick-up procedures. Ensures timeliness and accuracy of all required reports and records. Maintains customer service site and desired ratings with and any and all selling platforms. Ensures that the working environment is clean, safe and organized. Maintains regular and consistent in-person attendance. Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation. Performs other related duties, as assigned. Minimum Qualifications (Education, Experience, Skills) High School Diploma or GED. Excellent customer service skills, with effective written and verbal communication. Strong internet navigation skills. Ability to speak, read, and write English proficiently. Proficient with Microsoft Office including Word, Excel, and Outlook. Ability to pass a background check and drug screen, where applicable for position. Ability to speak and read English proficiently. Benefits & Compensation Full-time jobs at Goodwill SF Bay offer medical, dental & vision insurance, a retirement fund, professional development training, commuter benefits, flexible healthcare spending account, and a mental health + wellbeing employee assistance program, in addition to a positive, growth-oriented environment. Our Mission and Values Our mission is: Empowering Individuals, Strengthening Families, and Building Stronger Communities. Working at Goodwill is more than a job–it is an opportunity for people needing a second chance in entering or re-entering the workplace to build the foundation of knowledge, skills, and experience to advance in their careers. Our supportive employment programs provide an opportunity to learn while you earn to advance along technology, retail, warehousing and logistics, e-commerce or our Corporate Services Career Pathways program. Goodwill provides no-cost career development, training, and education services to help individuals build a better life for themselves and their families. Goodwill offers a positive, growth-oriented environment and a commitment to community impact. Join our team and gain opportunities for job growth at Goodwill and beyond. Equal Opportunity Employer Statement Goodwill of the San Francisco Bay is an equal opportunity employer. Qualified individuals seeking employment are considered without regard to race (including traits associated with race, e.g., hairstyles), color, religion, sex (including pregnancy and related conditions, sexual orientation, or gender identity), national origin, disability, military status, age, genetic information, or any other category protected by applicable federal, state and local fair employment practice laws. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Individuals with a disability may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or state or local laws. Contact Information Please contact Goodwill of the San Francisco Bay at View phone number on click.appcast.io option 6 or View email address on click.appcast.io if you need assistance or an accommodation due to a disability as defined by the Americans with Disabilities Act. For questions about your application or employment with Goodwill of the San Francisco Bay, please contact our Candidate Support Line at View phone number on click.appcast.io, option 5. #J-18808-Ljbffr Goodwill Industries International, Inc.