E-Commerce Customer Service Representative

About Goodwill We believe in the potential of individuals to make positive changes in their lives. We believe that education and training empower people to make those changes. Our vision for the communities we serve is that each person is able to choose rewarding employment, financial security and the experience of educational achievement. We are committed to creating and sustaining a culture of diversity, equity and inclusion (DEI). We embrace our employees' differences and acknowledge and support our collective responsibility. If you need any assistance in applying please contact PeopleRelataions@evergreengoodwill.org for any assistance or accommodation requests.

Job Title: E-Commerce Customer Service Representative

About the Position

The E-Commerce Customer Service Representative supports the Evergreen Goodwill E-Commerce department by providing exceptional Customer Service, responds to customer requests and resolve issues in a timely, satisfactory manner. Must maintain a positive, friendly attitude while resolving potentially difficult situations. Serves a first point of contact for front desk customers.

Salary Range: $19.25/hr

Merit increase after 90 days!

Essential Functions and Responsibilities: Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

• Handle all customer inquiries using online messaging systems, MS Office Outlook, phone, and face to face interactions.
• High volume typing in answering high traffic of incoming customer's emails, answering phone calls and interacting with local pick up customers.
• Organize and facilitate local pick up operations for E-commerce items, including daily order picking.
• Maintain department's online ratings of at least 98% positive by providing excellent Customer Service and answering emails within 24 hours.
• Tracking of non-paying online customers and issue refunds when needed using online payment portals and systems.
• Control building access for local pickup customers and vendors.
• Respond to the stores' inquiries, phone calls, and emails.
• Order supplies using Web-based order purchase systems and submit documentation as needed.
• Receive and distribute mail.
• Run weekly reports for management team.
• Maintain a clean and organized lobby, reception area and work area.
• Demonstrate safe work practices through awareness and observation in support of a safety culture; reports any potential hazards or accidents.
• Contributes to team effort by accomplishing related results as needed.

• Perform other duties as assigned.

Position Requirements (Qualifications for the job under the Americans with Disabilities Act)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

• High school graduate or equivalency but not required.
• Minimum 1 year Customer Service experience in a fast paced environment.
• Knowledge of E-commerce operations, including eBay and other online markets' messaging systems helpful.
• Data entry experience
• Typing skills - minimum 45-50 words per minute.
• Demonstrated ability to handle stressful situations with a high degree of diplomacy and tact with a strong Customer Service focus. Ability to interact with culturally-diverse internal and external customers.
• Ability to handle requests quickly and efficiently.
• Ability to work independently without direct supervision.

Computer/Technology Skills:

• Proficient knowledge with Microsoft Office (Excel, Word, PowerPoint, Outlook, Teams).
• Ability to learn new technology and software as related to the job.

Certificates, Licenses, or Registrations: N/A

Physical Abilities:

While performing the duties of this job, the employee will be required to lift and carry up to 30-40 pounds; have developed fine motor control (grasp, handle, manipulate objects with fingers; standing for long periods, frequent bending, kneeling, reaching, stooping, squatting, pushing; climbing ladders; able to travel across a variety of surfaces (stairs, ramps, uneven terrain). Able to communicate with others effectively both verbally and written, including those who have limited English skills. Maintain reliable attendance.

Essential Mental/Sensory Abilities :

• Organizing, sorting, categorizing, counting, adding, subtracting
• Problem Solving
• Communicating with the public
• Verbal and written communication skills
• Time management and prioritization skills
• Accuracy and attention to detail

Work Environment:

Office and warehouse environment, moderate noise level, exposure to dust. Must be able to work a flexible schedule.

General Description of All Benefits

Evergreen Goodwill provides the following benefits to employees:
https://evergreengoodwill.org/evergreen-goodwill-employee-benefits

• 20% employee shopping discount at all retail and outlet locations
• Healthcare benefits, including medical, dental and vision for full-time employees who work 30 hours or more per week
• Vacation pay - based on job role and tenure
• Sick time pay - based on accruals and Seattle Paid Sick/Safe Time
• 9 paid holidays per year (includes floating holidays)
• Voluntary insurance plans for full-time employees who work 30 hours or more per week
• Flexible Spending Account (FSA) full-time employees who work 30 hours or more per week
• Basic AD&D and Basic Life Insurance for full-time employees who work 30 hours or more per week
• Long Term Disability insurance for exempt (salaried full-time employees)
• 403(b) Retirement Savings Plan
• Employee Assistance Program (EAP) - free and confidential
• Tuition reimbursement program
• Employee loan program - for critical needs such as rent, e lectric bill, etc.
• Educational loan program
• Some job roles are eligible for bonuses
• Jury duty and bereavement pay

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Goodwill believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. This position description is designed to outline primary duties, qualifications and job scope, but not limit our employees nor Goodwill to just the work identified. It is our expectation that each employee will offer their services wherever and whenever necessary to ensure the success of the Goodwill.

Job Family: Ecommerce
Pay Type: Hourly
Hiring Rate: $19.25