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: DIRECTOR OF E-COMMERCE

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.

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. Secondary responsibilities include hands on listing. This position is based in Anaheim.

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 18).
• 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.

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 years of 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.