E-Commerce Customer Service Specialist

515 N 51st Ave Phoenix Arizona, 85043, +1 (602) 5138420

Starting Pay :$15.15 Hourly

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 GCNA 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 www.shopgoodwill.com 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

Benefits

5 Medical Plans

Employer Funded Health Reimbursement Account (HRA)

3 Dental Plans

Vision Plan

401K

Employer Paid Life Insurance

Employee Assistance Program (EAP)

Paid Time Off; Sick and Vacation

Paid Holidays

These are just a few highlights of our key benefit offerings!

Equal Opportunity Employer
Goodwill of Central and Northern Arizona 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.

Disability Accommodation
Individuals with a disability may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or state or local laws. Please contact Goodwill of Central and Northern Arizona at 1-833-624-0920 option 6 or leaves@goodwillaz.org if you need assistance or an accommodation due to a disability as defined by the Americans with Disabilities Act.

Contact for Questions
For questions about your application or employment with Goodwill of Central and Northern Arizona, please contact our Candidate Support Line at 1-833-624-0920, option 5.

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