JOB PURPOSE:

The Customer Service Specialist will perform a variety of administrative and operational functions in support of GIV's E-Commerce online stores. Responsible for communicating with customers and marketplaces through various forms of communication while delivering prompt, courteous, and consistent "world class" customer service.

ESSENTIAL DUTIES AND RESPONSIBLITIES:

Administrative:

• Provides and promote exceptional "world class" customer sales and service for internal and external customers according to Goodwill standards.
• Responds to customer inquiries (calls/voicemails, emails/tickets, and feedback ratings/reviews) accurately with complete information by using the established methods and tools in a timely and courteous manner.
• Resolves marketplace claims, cases, and performance notifications.
• Works to resolve customer dissatisfaction issues; seeks assistance from manager on duty when necessary.
• Attracts potential buyers by answering product questions and suggesting information about other products and services.
• Acts as a company gatekeeper. Responsible password holder of online marketplaces and resources.
• Follows communication procedures, guidelines, and polices using scripts or canned responses when necessary.
• Prepares appropriate documentation for local pick-up orders.
• Ensures timely and correct submission of reporting documentation using appropriate codes/tags when necessary.
• Resolves open orders and order issues.
• Resolves customer returns in a timely manner according to policies ensuring follow through of restocking product when appropriate.
• Communicates and coordinates with colleagues when needed.
• Maintains records from customer interactions for employee performance opportunities.
• Follows-up and follows through to ensure satisfactory resolution.

Operational:

• Performs work as Clerk according to SOPs or provides support in operation areas of E-Commerce as needed or directed.
• Performs other duties as required or directed.

General Duties and Housekeeping:

• Demonstrates adaptability.
• Demonstrates the ability to multi-task, prioritize, and manage time effectively.
• Removes trash and operate compactor/auger. Moves rolling blue buggies and/or moves gaylord boxes with a pallet jack. Uses safe practices for operating equipment.
• Attends all meetings and training sessions/classes as scheduled.
• Work habits should include regular attendance, punctuality, teamwork, initiative, self-management, willingness to learn, dependability, promptness and awareness of productivity and sales goals.
• Maintains positive, professional, and courteous behavior at all times; report unprofessional behavior of others to Manager.
• Adheres to all safety regulations and report any unsafe conditions to the Manager.
• Immediately reports all incidents of theft to Manager, Senior Manager, or Director.
• Maintains a clean and organized workstation. Performs general housekeeping duties as needed or assigned.
• Maintains a clean and safe environment in the department. Assures that work floor is organized, clean and productive following department standardizations and staff cleaning schedules.
• Adheres to all Goodwill policies and procedures.
• Performs other duties as required or directed.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• Accomplishes all tasks as appropriately assigned or requested for successful completion of the mission of Goodwill Industries of the Valleys.

QUALIFICATIONS:

• Education, Experience and Competencies.
• High school diploma or general education degree (GED); or six to twelve months related experience and/or training; or equivalent combination of education and experience.
• Ability to read and interpret direct and indirect written customer communications, and documents such as safety rules, operating procedures, and policy guidelines. Possess sound writing skills using proper spelling and grammar while maintaining a positive, empathetic, and professional attitude toward internal and external customers.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
• Ability to be a quick-thinker, research, and troubleshoot to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to type a minimum of 30 WPM. Ability to multi-task, prioritize, and manage time effectively. Have the capacity to think critically and be self-monitoring (making self-corrective improvements in performance, organization, and time management). Computer confidence, specifically with online search engines, online auction sites and other popular shopping sites (i.e., Amazon.com), and Microsoft Office products.

CERTIFICATES, LICENSES, REGISTRATIONS:

• Must be able to successfully complete State background investigation and drug screen.