What are the responsibilities and job description for the e-Commerce Customer Service Associate position at Goodwill Southern California?
The Customer Service Associate assists the E-commerce leadership team in providing excellent customer experience both in person and online. This role assists with answering customer inquiries, manages the customer pick up schedule and provides excellent service consistently. This role utilizes a register system, and required to “ask for Give at the Register” for monetary donations during appointments.
Essential Duties & Responsibilities
Assist with answering customer inquiry messages on various selling platforms.
Engage with customers in person in a professional manner at all times.
Utilize cash register system and consistently ask for donation at the register with every pick-up appointment.
Manage the pick-up schedule for the day and ensure that all appointments are facilitated in a professional manner.
Ensure that every customer experience reflects our mission statement as an organization.
Collaborate with shipping department to pick orders and prepare all orders and items for their appointments.
Proactively manage the pick-up schedule to prepare for the next day’s appointments.
Work with a team of Customer Service Team and other departments to find appropriate solutions for escalated customer issues.
Utilize phone and voicemail systems to answer customer inquiries and issues via telephone.
Performs Operations and Production Associate duties when not assisting online customers.
Ability to on occasion lift heavier items and assist with taking larger items to customers’ vehicles.
Collaborate with operations department as needed on various projects.
Other duties and special projects as assigned.
Education & Experience
Minimum 1 year of experience in customer service, retail and/or order fulfillment services.
High school diploma or general education degree (GED) preferred.
Must have intermediate knowledge of computer programs in a Windows environment, including Word, Excel and E-mail; Other software to include Google Chrome and NeatoScan.
Drug Screening and Background check required.
Salary : $18