Customer Service Associate

About the role

Goodwill NYNJ's e-commerce operation sells thousands of secondhand items every month through ShopGoodwill, eBay, and a growing portfolio of online marketplaces. This role is the voice of our customer—handling every inquiry, return, and refund with speed, empathy, and professionalism that protects our seller ratings and keeps buyers coming back. You'll own the full customer experience loop: from first contact to resolution to feedback, and when your queue is clear, you'll step onto the production floor to help list and prepare items for sale. This is a hands-on, mission-driven role at the center of a growing operation.

Responsibilities

• Customer Support & Case Resolution:
  • Respond to all customer inquiries across ShopGoodwill, eBay, and other platforms within platform-required timeframes, with a goal of same-business-day response
  • Manage returns, refund requests, and disputes end-to-end — from acknowledgment through resolution — following established workflows
  • Communicate with customers in a clear, positive, and solution-focused tone at every touchpoint, even in difficult situations
  • Escalate complex or high-value cases appropriately while keeping the customer informed throughout
  • Ensure all cases are documented, tracked, and closed out completely in the applicable platform and internal systems
• Seller Status & Platform Health:
  • Maintain and protect eBay Top Rated Plus status and ShopGoodwill strong seller standing by maintaining response rate, resolution rate, and defect metrics within required thresholds
  • Stay current on platform policy changes across eBay, ShopGoodwill, and other active marketplaces that affect seller ratings or dispute handling
  • Flag any metric risks to management before they become violations
• Feedback & Quality Loop:
  • Track and categorize customer inquiry patterns — identifying recurring issues related to item condition, listing accuracy, shipping, or packaging
  • Provide regular, structured feedback to management on the root causes driving customer cases, so teams can be trained and processes improved
  • Participate in team meetings to share customer insights that reduce case volume over time
• Production Support:
  • When the CS queue allows, support the e-commerce production team with photographing, describing, pricing, and listing secondhand items across platforms
  • Maintain listing quality standards — accurate condition descriptions, clear photos, appropriate pricing — as trained

Requirements

• 1–2 years of customer service experience, preferably in e-commerce, retail, or a marketplace environment
• Familiarity with eBay seller tools, ShopGoodwill, or similar resale platforms is a strong plus
• Strong written communication skills — you're clear, warm, and professional in every message
• Organized and detail-oriented; able to track multiple open cases without things falling through the cracks
• A team player who sees the connection between great customer service and the mission we're supporting
• Comfortable working in a fast-paced, physical environment and willing to flex between desk and production floor work

Qualifications

• High school diploma or equivalent required
• Associate's or bachelor's degree a plus

Skills

• Customer Service
• Communication
• Organization
• Problem Solving
• Teamwork

Benefits

• Fund job training, placement services, and community programs that change lives across New York and New Jersey
• Protect revenue that goes directly back to mission

Pay

• Competitive salary based on experience and qualifications

Schedule

• Full-time position

Goodwill NYNJ

We are an equal opportunity employer committed to creating an inclusive environment for all employees. #IND3 We believe in creating space for everyone to do their best work and have individual and collective impact. We believe in challenging the status quo and setting ambitious goals in the name of doing more good. We believe that being your best self and helping others do the same is how we bring our mission alive.