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Customer Support Representative II

2 months ago

Honolulu, Hawaii, United States Savers | Value Village Full time
Position Overview:

We are seeking a dedicated individual located on the island of Oahu to enhance our mission at Savers | Value Village by delivering outstanding customer support. This role acts as the primary contact for escalated inquiries from both internal and external stakeholders during standard operational hours, ensuring efficient communication and problem resolution.

Key Responsibilities:
  • Address escalated donor concerns while collaborating with logistics and store teams for effective resolution.
  • Manage customer care email inquiries related to store or club card issues, escalating complex matters to the appropriate support center.
  • Provide answers to basic troubleshooting inquiries for store operations.
  • Assist team members with fundamental HR Services inquiries.
  • Receive and document inbound calls accurately.
  • Conduct outbound calls, ensuring detailed records are maintained.
  • Utilize sound judgment to determine if inquiries can be resolved during the initial contact or require further escalation.
  • Accurately input data into ticketing systems and logs.
  • Perform additional duties as assigned.
Essential Skills and Qualifications:
  • Ability to work autonomously and collaboratively in a dynamic environment.
  • Exhibit strong customer service abilities, providing 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 platforms.
  • Resilient demeanor, maintaining composure in challenging situations.
  • Dependable and consistent in adhering to work schedules and attendance policies.
  • Effective communication skills, fostering cooperation and persuasion.
  • Respectful treatment of all team members.
  • Ability to prioritize and manage tasks in a fast-paced setting.
  • Exceptional problem-solving abilities.
  • Strong organizational skills with a keen attention to detail.
  • Excellent written and verbal communication skills.
  • Alignment with Savers culture.
  • Detail-oriented approach.
Minimum Education and Experience:
  • High School diploma or equivalent.
  • Prior experience in customer service within a call center environment is preferred but not mandatory.
  • Background check is required.
Physical Requirements:
  • Ability to sit, stand, and walk for extended periods.
Employment Status:
  • Non-Exempt.
Tools and Equipment:
  • Utilization of a laptop or desktop computer, phone, headset, and webcam.
Travel Requirements:
  • No travel is necessary.
Work Environment:
  • Remote work setting.

Savers is an E-Verify employer.

This job description is not exhaustive and may include other related duties as necessary to meet the organization's ongoing needs.