Customer Service Representative
2 weeks ago
Goodwill San Antonio is a dynamic social enterprise that provides employees with opportunities to innovate, grow, and discover new skills while generating revenue that funds employee and community programs.
Job SummaryWe are seeking a Customer Service Representative to join our team. As a Customer Service Representative, you will be the voice of our Goodwill Client Services, providing exceptional service to our customers and team members in a role that combines both Customer Service and Data Entry functions.
Key Responsibilities- Answer inbound service calls, emails, and chats in a fast-paced service center environment.
- Identify customer/team member needs and verify their requests/issues through approved methods.
- Promote first contact resolution when applicable by referencing correct knowledge articles via client knowledge base system.
- Respond in a professional, accurate, and timely manner to inbound inquiries through a variety of communication channels.
- Maintain a high degree of client knowledge through active participation in training, coaching, and quality assurance calibrations.
- Display critical skills by responding to client/customer inquiries by clarifying the request, researching the inquiry, providing solutions, attention to data-entry detail, and escalating matters through appropriate channel when applicable.
- Use proven customer service techniques to establish and maintain customer, team member, and client relationships.
- Must be able to multitask and think critically when assisting client/customer.
- Properly and accurately update client/customer records prior to entering ticket.
- Demonstrate knowledge, skills, and abilities to ensure that all key performance indicators listed on individual performance scorecard are met.
- Provide enthusiastic, professional, quality, prompt, and courteous service to team members and customers.
- Assist team members, clients, and customers with needs that incorporate other internal departments, such as escalations, ticket data-entry, and Customer Service.
- Observe safety and security procedures and report potentially unsafe conditions.
- Minimum one year of experience in a Customer Service call center environment.
- Proven professional verbal and written communication skills; ability to meet attendance expectations.
- High school diploma or GED required.
- Basic proficiency with MS Office (Word, Outlook, and Excel).
- Must be able to meet the physical requirements of the position.
- For positions that require driving, must maintain a valid driver's license and automobile insurance coverage, and be able to travel as needed if you drive your vehicle during company business.
To learn more about Goodwill San Antonio and to view available positions, visit our website.
Goodwill San Antonio is an Equal Opportunity Employer/Veterans/Disabled.
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