Position Description:

Provides support to customers from pre-sales to post-sales using online customer service ticket systems, live chat, emails and phone for Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities. Processes each ticket according to guidelines and customer satisfaction maintaining percentage requirements for customer service standards while identifying the customers’ needs to achieve satisfaction. Ability to troubleshoot and investigate issues as needed to resolve customer questions or complaints. Ensures customer pickup items are pulled prior to scheduled appointments and transferred to customer according to guidelines. Meets customer service daily quotas.

Essential Duties and Responsibilities:

• Assesses all requests for return of merchandise while maintaining the E-Commerce return policy.
• Audits repetitive complaints and reports any trends to management team.
• Processes refunds with accuracy, according to policies and guidelines.
• Builds and maintains effective quality working relationships with internal and external customers, promoting and demonstrating teamwork and cooperation.
• Builds sustainable relationships and trust with customer accounts and inquiries through open and interactive communication.
• Represents GCNA with high customer service standards.
• Oversees the proper procedures for handling customer service inquiries and customer pick-up.
• Implements and maintains procedures for superior customer service with a focus on continuous improvement.
• Coordinates and ensures that the customer pick-up area operates according to the schedule by pulling pick-up items and following all pick-up procedures.
• Ensures timeliness and accuracy of all required reports and records.
• Maintains customer service site and desired ratings with www.shopgoodwill.com and any and all selling platforms.
• Ensures that the working environment is clean, safe and organized. 
• Maintains regular and consistent in-person attendance.
• Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
• Performs other related duties, as assigned.
   

Minimum Qualifications (Education, Experience, Skills):

• High School Diploma or GED
• Excellent customer service skills, with effective written and verbal communication
• Strong internet navigation skills
• Ability to speak, read, and write English proficiently
• Proficient with Microsoft Office including Word, Excel, and Outlook
• Ability to pass a background check and drug screen, where applicable for position
• Ability to speak and read English proficiently

You will be eligible for a comprehensive Total Rewards package, 1st of the month following 60 days of employment that includes the following:

• 3 Medical Plans.
• Employer Funded Health Reimbursement Account (HRA).
• 3 Dental Plans.
• Vision Plan.
• 401K Traditional and Roth Plans.
• Employer Paid Life Insurance.
• Employee Assistance Program (EAP).
• Paid Time Off; Sick and Vacation.
• Paid Holidays.

These are just a few highlights of our key benefit offerings!

Become a valued member of an organization where good work meets community impact. Our mission is: Empowering Individuals, Strengthening Families, and Building Stronger Communities. Goodwill provides no-cost career development, training, and education services to help individuals build a better life for themselves and their families. Our core values are Trust, Collaboration, Engagement, Ownership, and Innovation. Everything we accomplish as a team is centered around these core values. Together, we create an inclusive and welcoming environment for each other. With stores conveniently located near you, you can work for a company where team strength and success are valued and encouraged. Join our team and gain opportunities for job growth at Goodwill and beyond.

Goodwill of Central and Northern Arizona is an equal opportunity employer. Qualified individuals seeking employment are considered without regard to race (including traits associated with race, e.g., hairstyles), color, religion, sex (including pregnancy and related conditions, sexual orientation, or gender identity), national origin, disability, military status, age, genetic information, or any other category protected by applicable federal, state and local fair employment practice laws.

Individuals with a disability may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or state or local laws. Please contact Goodwill of Central and Northern Arizona  at 1-833-624-0920 option 6 or [email protected]  if you need assistance or an accommodation due to a disability as defined by the Americans with Disabilities Act.

For questions about your application or employment with Goodwill of Central and Northern Arizona, please contact our Candidate Support Line at 1-833-624-0920, option 5.

PHISHING SCAM WARNING: Goodwill of Central and Northern Arizona/Goodwill Industries of Monocacy Valley, Inc. (“GCNA/GIMV”) are among several companies recently made aware of a phishing scam involving con artists posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote “interviews,” and making artificial job offers in order to collect personal and financial information from unsuspecting individuals. Please note that GCNA/GIMV only use company email addresses, which contain “@goodwillaz.org” or @gimv.org”, to communicate with candidates via email. The company also uses secure tools on our website to receive data from applicants and would never ask them to submit their personal banking information to apply for an open job.  If you are contacted by someone about an open job at GCNA/GIMV, please verify the domain of the sender’s email address and that they are asking you to apply on this website. If you believe you have been a victim of a phishing scam, please visit the Department of Homeland Security’s Cyber Smart website (https://www.cisa.gov/be-cyber-smart/campaign) to learn how to report it.