Job Details

About Us

At Goodwill Industries of Southern Arizona, we believe in the power of work to transform lives. Join a mission-driven organization that values integrity, compassion, and community impact. As a Senior ESS Generalist, you'll play a key role in supporting our employeesand shaping our workplace culture.

What You'll Do

As the Customer Service Specialist will provide exceptional customer service to our online shoppers by responding to all email inquiries and phone calls in a timely manner.

Key Responsibilities

1. * Demonstrate internal Company Values at all times.
2. * Provide exceptional customer service by responding to all emails within one business day of receipt. Takes all incoming phone calls and follows-up on voicemails in a timely manner.
3. * Communicate with members of the team as needed to accommodate customer requests.
4. * De-escalate situations involving dissatisfied customers by offering compassionate assistance and support; transfers customers to management upon request.
5. * Maintain a positive, empathetic, and professional attitude toward customers at all times
6. Maintain Customer Service Logs and issue tracking
7. Assist customers with in-person pickups in a friendly and efficient manner.
8. * Handle all items with care to avoid breakage.
9. Cross train to become proficient in other E-Commerce positions and assist in those areas when necessary.
10. Attend meetings and training as required.
11. Maintain acceptable attendance, personal hygiene, and dress code standards including wearing company issued name tags.
12. Clean up all work areas at the end of each shift.
13. Follow all company and department policies and procedures.
14. Ensure all safety rules are adhered to; Reports accidents or injuries immediately.
15. Maintain a high level of confidentiality regarding Goodwill Industries of Southern Arizona, Inc. and persons receiving services.
16. Assist in other areas as requested.

1. Competent in computer orientation and digital camera operation.
2. Must have 2 years of experience working in customer support.
3. Must be proficient in Microsoft Excel, Outlook, Word, and PowerPoint.
4. Must be proficient with E-mail etiquette, grammar, and punctuation.
5. Excellent written and verbal communication skills.
6. Must be able to work quickly with fragile items.
7. Must be able to properly use tools assigned (includes camera and scales).
8. Must have good organizational and decision-making skills.
9. Must be detail oriented with high level of accuracy.
10. Must be able to lift up to 50lbs and use a hand truck and/or pallet jack.
11. Must be able to stand for prolonged periods of time, bend stoop and work in confined spaces as necessary.
12. Must be able to read, write and speak English.
13. Ability to follow written or verbal instructions.
14. Must be able to work flexible hours (including nights and weekends).
15. Must be dependable and prompt.
16. Ability to work with a minimum of supervision.
17. Ability to develop and maintain effective working relationships with all individuals.