E-Commerce Customer Service Rep

PAYRATE: $20 PH
JOB TITLE: E-COMMERCE CUSTOMER SERVICE REP
DEPARTMENT: E-COMMERCE / RETAIL
STATUS: FULL-TIME, NON-EXEMPT
IMMEDIATE SUPERVISOR: E-COMMERCE BUSINESS MANAGER
GENERAL STATEMENT: The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the Gospel of Jesus Christ and to meet human needs in His name without discrimination.
JOB SUMMARY:
The E-Commerce Customer Service Rep is the direct point of contact for end consumers and works cross functionally within a team to provide the best Customer Service experience while deescalating situations as needed. Primary responsibilities include processing customer refunds, answering incoming customer requests, and assisting customers with detailed information regarding the bidding process, payment status, order updates, and shipment process. This position is based in Carson.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide exceptional customer support via email, website messaging system, and phone.
• Answer incoming customer emails for all ARC Western Territory markets (currently 16).
• Adress customer inquiries, concerns, and complaints promptly and professionally.
• Maintain detailed records of customer interactions and transactions, including potential fraudulent bidder trends.
• Efficiently process refunds for customer orders in accordance with company policies and procedures.
• Provide detailed technical site responses per the site FAQ's and stated policies and procedures.
• Assist customers with website processes including bidding, payments, combining of orders, and returns.
• Collaborate with other departments to resolve complex customer issues and escalate as necessary.
• Work closely with the E-Commerce Business Manager to determine solutions for the largest challenges customers encounter when interacting with www.shopthesalvationarmy.com.

QUALIFICATIONS:

• High School Diploma or equivalent.
• Excellent verbal and written communication skills of the English language.
• Proficiency in Microsoft Outlook, Excel, and database related programs.
• 2-4 prior Customer Service experience preferred.
• Exceptional time management skills; ability to organize, prioritize, and manage simultaneous customer inquiries or tasks.
• Ability to work independently with minimal supervision.
• Ability to work under pressure and multitask.
• Ability to type at least 40 words per minute.

PHYSICAL REQUIREMENTS:

• Ability to sit or stand for extended periods of time while using a computer and speaking on the phone.
• Use of hands and fingers for typing, writing, and operating office equipment.
• Clear and audible speech for effective communication with customers.
• Specific vision abilities required for this job include close vison requirements due to extensive computer work.

BENEFITS OFFERED

• Medical/Dental/Vision
• Money Purchase Plan (employer paid)
• 403 (b) Option
• Basic Life Insurance (employer paid)
• Optional Additional Life Insurance options for employee and dependents
• Short- & Long-Term Disability plans
• Vacation, Sick and Holidays
• Employee Assistance Program (EAP)
• Wellness Plan
• Flexible Spending Account
• AFLAC
• Other employee discount benefits

Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship will result.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)