Customer Service Agent-E-Commerce Ld. (2129)

Summary:

The Customer Service Agent-E-Commerce plays a critical dual role in Goodwill South Florida’s E-Commerce operation. This position is responsible for providing hands-on support to customers across multiple online platforms (eBay, Amazon, ShopGoodwill, Shopify) while also serving as the first point of contact for the Customer Service Agent team. Acts as a team coach, escalation contact, and operational liaison between agents and the Director of E-commerce. Demonstrates leadership, initiative, and a strong understanding of E-commerce customer experience best practices and platforms such as Upright Labs and CashMonkey.

Essential Duties and Responsibilities:

• Customer Service Duties (Hands-On Support)
• Respond to customer inquiries through phone, email, and marketplace messaging portals with professionalism, empathy, and accuracy.
• Manage complex customer cases involving returns, disputes, shipment issues, negative feedback, or multi-channel concerns, escalating as needed to the Director.
• Resolve product, order, and shipping issues by collaborating with fulfillment, warehouse, and listing teams.
• Review and manage return requests, refunds, and claims through Amazon A-to-Z, eBay Resolution Center, and other platform-specific systems.
• Identify customer trends and feedback issues, and recommend adjustments to listings or internal processes.
• Team Coordination and Leadership
• Provide day-to-day guidance and mentoring to the Customer Service Agent team to ensure performance consistency and adherence to SOPs.
• Monitor team workflows and provide real-time support or direction during high-volume periods.
• Support the onboarding and training of new team members, ensuring knowledge transfer regarding marketplaces, systems, and policies.
• Conduct periodic quality checks on team communications and provide feedback to support skill development and customer satisfaction.
• Maintain and update standard response templates, FAQs, and SOPs in collaboration with the Director, Administrative and Operational Support.
• Prepare weekly summaries or insights on customer service trends, team performance, and recurring issues for leadership review.
• Assist with scheduling coordination, shift coverage planning, and timekeeping accuracy for the team.
• Ensure team workspace remains clean, organized, and compliant with safety standards.
• Act as a liaison between the customer service team and other E-Commerce units (e.g., listing, shipping, returns).

• Assist with maintaining updated SOPs, FAQ resources, or customer response templates to promote consistency across support channels.
• Perform all other duties as assigned.