Customer Service Representative - Tustin, United States - Goodwill Industries of Orange County CA

Goodwill Industries of Orange County CA Tustin, United States

3 weeks ago

Description

Job Description

PURPOSE OF POSITION:

To handle all incoming/outgoing calls related to customer service inquiries, business calls, solicitation of donations, and scheduling of business donation pick-ups, with all calls handled in a prompt, courteous, friendly, and professional manner. Process all required documentation related to customer service inquiries, business pick-ups and outbound calls. Prepare all incoming/outgoing interoffice mail via red bag system. Complete all new goods inventory verification calls.

Respond to customer inquiries regarding Goodwill services, websites and locations in a prompt, courteous, friendly and professional manner. Schedule business partner and other special donation pickups through CRM / Salesforce database. Assist customers experiencing technical difficulties or problems with website or Shopgoodwill. Offer referrals when possible, for donations we do not accept. Process and track retail service orders and miss donations so that retail efficiencies and overall customer satisfaction is achieved.

DUTIES AND RESPONSIBILITIES:

Handles incoming donor and customer calls, emails, correspondence in a prompt, courteous and professional manner. Responds to emails daily in a timely manner using the code system in place on Microsoft Outlook. Uses Microsoft Outlook code system to track and respond to all emails received through shared customer service in box. Determines if types of goods to be donated are acceptable according to company policies and obtains all information required to schedule the pickup with the donor. Confirms all details by repeating them back to the donor and checking the calendar and summary report. Follows company policies regarding acceptable and nonacceptable donations providing locations for drop off or refers to Goodwill associated partner who can accept the donation. Coordinates and assists Shopgoodwill customer service by answering calls and emails pertaining to on line purchases, general questions and/or website issues. Coordinates, tracks and provides follow up responses regarding miss-donations to improve return ratio and overall donor satisfaction. Schedules business pick-ups and prepares computer generated pick-up tickets in a timely, accurate and legible manner. Coordinates, schedules and tracks to completion special donation pickups using CRM database. Assist in recording and entering donor counts to master spreadsheet. Assists Goodwill retail operations and donation partners tracking deliveries and pickups and prepares end of day reports on order activity. Works with transportation scheduling retail operations and business pick-ups, tracking delivery and pick-up orders to completion. Updates the current donation software for old and new business accounts. Updates and assists in maintaining donor and customer account data in CRM database. Processes all incoming/outgoing mail from the retail stores via red bag system. Delivers mail to retail supporting departments. All matters related to processing of mail and red bag system must be made in the upmost of confidentiality and in a secure manner. Works with Retail Operations and Visual Specialist on store needs such as gift card requests, flyers, advertisements, etc. Keeps accurate inventory of Container Transport Labels for reordering as necessary. Provides back up to other desks within the department through cross training, i.e. front desk receptionist. Keeps daily activity logs of outbound calling sheets. Maintains customer service metrics documenting the number of calls and emails by type; general questions, complaints, compliments and miss donations. Participates in staff meetings by providing feedback and suggestions regarding how the department can run more efficiently. Works overtime as required. Performs other job-related duties as assigned.

MINIMUM JOB REQUIREMENTS:

High School diploma or GED desired, but not required. One year work experience, preferably in a customer service environment. Excellent telephone communications skills which include: Friendliness/ Professionalism/ Helpfulness/Courtesy/ Thoughtfulness. Ability to communicate and understand English well enough to receive work and safety instructions and answer questions, as well as communicate with management, co-workers, clients, and the general public. Must attend annual customer service training. Must have legible penmanship and basic spelling skills. Prior PC experience with working knowledge of Microsoft Office, including Outlook. Prior experience of a Customer Relationship Management software program required.

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