E-Commerce Customer Service Specialist Ft #5551

Expiration Date: 01/30/2025

Announcement #: 5551

Opening Date: 12 February 2024 Pay Plan/Series/Pay Band: NF-1101-03

Closing Date: Until Filled Work Schedule: Full Time (30-40 hrs/wk)

Position: E-Commerce Customer Service Specialist Salary: Negotiable

Who May Apply: All Sources Location: Chesapeake, VA- HQ

DUTIES:

Major Duty Description: Responsible for providing accurate and timely information regarding product, order and service information to customers, vendors, and stores. Respond to customer inquiries and concerns promptly and professionally though phone, email, and live chat. Provide basic technical support related to online ordering, website navigation, and account management.

Interacts daily with team to manage order process, open order file, po cancellations, returns and direct any necessary issues cross functionally, i.e.) accounting, merchandising, IT. Collaborate with the fulfillment teams to ensure timely and accurate order processing. Communicates and works effectively with cross function teams in the program to ensure high quality and timely expedition of customer requests.

Assists customers and vendors with complaints, order info, errors, edits, cancellations, returns, account questions, billing, and other queries; document and resolving product and service issues.

Assist customer in product selection and recommendations. Investigate and resolve customer complaints and issues effectively. Takes initiative to solve problems and improve work processes on an ongoing basis. Escalate complex problems to the appropriate department or supervisor for resolution.

Maintains broad knowledge of products, pricing, promotions, procedures, and other important issues through management communications, meetings, and formal training. Communicates workload through email and phone communication with customers.

Resolves all logon access/authorization issues. Ensures standard operation procedures for the Customer Service dept. Perform related duties as assigned.

Hours include evenings and weekends.

You will be evaluated for this position based on how well you meet the qualifications below. Your resume/application must demonstrate the required experience/education. Please see additional information on how your application is evaluated.

QUALIFICATIONS REQUIRED:

Minimum:

1. High school diploma or equivalency

2. Data entry and administrative assistance experience

3. Proven customer support experience, customer orientation and ability to adapt/respond with

excellent communication skills, strong telephone contact handling skills and active listening

4. Proficient in MS Office Word, Excel, Outlook

5. This is a white-collar position where occasional lifting up to 20 lbs may be required.

Preferred:

1. Two or more years of previous Customer Service experience in a retail environment

2. A Bachelors Degree from an accredited university with emphasis in retail, business administration

or a related field. Experience may be substituted for degree on a year-for-year basis.

3. Experience in Merchandise Information System in a multi store environment.

4. Demonstrated leadership experience.

USCG COMMUNITY SERVICES COMMAND COMPREHENSIVE BENEFITS:

By choosing to work for the Coast Guard Community Services Command, you will enjoy one of the best benefit packages available anywhere:

· Paid Annual and Sick Leave

· Holiday Pay

· Medical/Dental/Vision Insurance

· Flexible/Dependent Spending Account

· Pension Plan

· 401k Savings Plan

· Life Insurance

· Short Term/Long Term Disability

· Tuition Assistance

· Paid Parental Leave

*Benefit offerings are subject to applicable worker categories (Full-time, Part-time, Intermittent), location, position, and length of time in service.

OTHER ESSENTIAL INFORMATION:

- Selectee will be required to participate in Direct Deposit/Electronic Funds Transfer as the Standard method of payment for payroll and travel purposes.

- Males born after 12/31/59 and at least 18 years of age must be registered with the Selective Service System, unless covered by an exemption under the Selective Service Law, in accordance with 5 U.S. Code 3378. Selectee will be required to provide a written statement regarding his registration status unless he is exempted by this statute.

- Must satisfactorily complete a Federal Background check.

HOW TO APPLY

You MUST submit a resume or any other written format in English of your choice which clearly identifies: (1) The announcement number, title and pay band of the job you are applying for, and, (2) Information such as full name; mailing address; country of citizenship (U.S. Citizenship required OR valid authorization to work in the US); highest Federal grade or NAF pay band held with job series, title, and dates held (if applicable); a statement requiring proof of veterans’ preference by means of DD 214; education; and relevant work experience including start/end dates, supervisor’s name and phone number, salary and title, series and grade if experience was with a non-appropriated fund instrumentality of the Federal government. You must also include a copy of your most recent performance appraisal if you are a current Federal or NAF employee. Applications may not be sent in franked Government envelopes; applications filed in this fashion will not receive consideration. If information is not complete, you may be excluded from consideration. The first application and/or resume submitted for a specific requisition will be considered the only submission. Any duplicate submissions to the same requisition will not be considered. The application date will be used in determining these factors.

Outside Candidates: To apply, please visit our website at https://shopcgx.com and click on “Careers” at the bottom of the page. Internal Candidates: Sign into ADP Workforce now. Click on Myself/Talent/Career Center.

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E-Commerce Customer Service Specialist FT #5551

Chesapeake, VA, US

Equal Employment Opportunity: All candidates will be considered without regard to any non-merit factor such as race, color, religion, sexual orientation, national origin, age, disability, or marital status.

PRIVACY ACT NOTICE

Authority: The U.S. Coast Guard rates applicants under the authority of Title 5 of U.S. Code, Sections 301, 1104, 1302, 2103, 3301, 3304,Executive Order 9397, and Departmental Regulations.

Principal Purpose: To collect information needed to determine how well an applicant’s education and work experience qualify them for the job they are applying for.

Routine Use: This information provided will be shared with the hiring manager and interview panel members. It may also be shared in response to a request for discovery or for appearance of a witness, information that is relevant to the subject matter involved in a pending judicial or administrative proceeding.

Disclosure: Voluntary, however, failure to disclose requested information may result in an applicant not receiving consideration for a position inwhich the information is needed.

Paperwork Reduction Act Statement: An agency may not conduct or sponsor an information collection and a person is not required to respond to thisinformation unless it displays a current valid OMB control number and an expiration date. The control number for this collection is OMB 1625-new,expiration 01/30/2025. The estimated average time to complete this application is 40 minutes. If you have any comments regarding the burden estimateyou can write to U.S. Coast Guard, Community Services Command, 510 Independence Parkway, Suite 500, Chesapeake, VA 23320.