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Customer Support Representative II

2 months ago

Honolulu, Hawaii, United States Savers | Value Village Full time
Location Requirement: Applicants must be based on the island of Oahu.

Position Overview:
This role is essential in upholding Savers' mission and vision by delivering outstanding customer support. The individual will act as the primary contact for escalated inquiries from both internal and external stakeholders. Responsibilities include managing donor escalations via calls and emails, and directing inquiries to the relevant departments while employing fundamental problem-solving techniques.

Key Responsibilities:
  • Address escalated donor concerns and collaborate with logistics and/or retail locations for resolution.
  • Respond to customer care email inquiries related to store or club card issues and escalate complex matters to the appropriate service center.
  • Provide answers to basic troubleshooting inquiries for retail locations.
  • Assist team members with fundamental HR service inquiries.
  • Receive incoming calls and accurately document details.
  • Make outbound calls and ensure accurate record-keeping.
  • Utilize sound judgment to determine if inquiries can be resolved during the initial contact or if escalation is necessary for resolution.
  • Accurately input data into ticketing systems and logs.
  • Perform additional duties as assigned.
Essential Skills and Qualifications:
  • Ability to work independently and collaboratively in a dynamic environment.
  • Exhibit strong customer service abilities and provide professional support for a variety of issues.
  • Basic technical troubleshooting skills.
  • Proficient data entry capabilities.
  • Competent in navigating computer applications and the internet across various browsers.
  • Resilient demeanor, maintaining composure in challenging situations.
  • Dependable and adheres to work schedules and attendance policies.
  • Effective communication skills, demonstrating cooperation and persuasion.
  • Respectful and dignified treatment of all team members.
  • Ability to prioritize and execute tasks in a fast-paced setting.
  • Exceptional problem-solving capabilities.
  • Strong organizational skills and attention to detail.
  • Excellent written and verbal communication skills.
  • Ability to align with Savers' organizational culture.
  • Detail-oriented approach.
Minimum Education and Experience:
  • High School diploma or equivalent.
  • Prior experience in customer service within a call center is preferred but not mandatory.
  • Background check is required.
Physical Requirements:
  • Must be capable of sitting, standing, and walking for extended periods.
FLSA Status:
  • Non-Exempt.
Tools and Equipment:
  • Utilizes a laptop or desktop computer, phone, headset, and webcam.
Travel:
  • No travel is required.
Work Environment:
  • Remote.
Note: This job description is not exhaustive and may include other related duties as necessary to meet the ongoing needs of the organization.