E-commerce Customer Service Associate

Primary Responsibility   The E-Commerce Customer Service Associate provides an excellent customer experience both in person, and online. The Customer Service Associate answers customer inquiries, manages the customer pick up schedule and provides excellent service consistently. This role utilizes a register system, and required to “ask at the register” for cash donations during appointments. Candidates should have experience with Customer Service and experience with data entry and excel. A passion for Goodwill’s mission is a must. Excellent communication skills & strong attention to detail is also a must. Passionate and knowledgeable about collectables, designer clothes and goods, thrift shopping, or social media a plus!   Essential Duties & Responsibilities Answers customer inquiry messages on various selling platforms. Engages with customers in person in a professional manner at all times. Utilizes cash register system and consistently asks for donation at the register with every pick-up appointment. Manages the pick-up schedule for the day and ensure that all appointments are facilitated in a professional manner. Ensures that every customer experience reflects our mission statement as an organization. Collaborates with shipping department to pick orders and prepare all orders and items for their appointments. Proactively manages the pick-up schedule to prepare for the next day’s appointments. Works with the E-Commerce team and other departments to find appropriate solutions for escalated customer issues. Utilizes phone and voicemail systems to answer customer inquiries and issues via telephone.   Education & Experience Minimum 1 year of experience in customer service, retail and/or order fulfillment services required. High school diploma or general education degree (GED) preferred. Computer literacy required; Microsoft Word, Excel and Outlook email application and internet skills preferred.  Independent self-starter who can work without close supervision, extremely proactive and organized with attention to detail Ability to plan work to meet tight deadlines and unexpected situations and/or requests Ability to follow verbal and written instructions in English required Evenings and weekend availability required.

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