Customer Service Specialist II

Description

Supports Savers mission and vision by providing exceptional customer service responding to inquiries from internal and external customers.  This position will serve as the initial point of contact for donor escalated calls, emails and internal customer calls during normal hours of operation, to include routing calls to the appropriate departments, using basic problem-solving skills.

Essential Job Functions:

• Handle escalated donor issues and partners with logistics and/or stores to resolve
• Respond to customer care email inquiries related to store or club card and escalate to SSC, those requiring more complex actions
• Answers basic trouble shooting questions or inquiries for the stores
• Responds to basic inquiries from team members regarding HR Services
• Receives inbound calls and accurately notates details
• Make outbound calls and accurately notates details
• Uses good judgment to determine when an inquiry can be resolved on initial contact or requires escalation in order to achieve call/case resolution
• Make accurate entries into ticketing systems, logs, etc.
• All other duties assigned

Required Knowledge, Skills and Abilities:
 

• Ability to work independently and as a member of a team in a fast-paced environment
• Demonstrate strong customer service skills and providing excellent, professional support to our team members for a wide variety of issues
• Some basic technical troubleshooting abilities
• Accurate data entry skills
• Computer navigation skills utilizing Internet using various browsers and other computer applications
• Resilient – ability to remain calm in adverse situations
• Reliable/Dependable by adhering to work-schedule and attendance policy
• Communicates effectively, cooperatively and persuasively
• Treats all team members with respect and dignity
• Prioritizes and executes tasks within a fast-paced environment
• Exceptional problem-solving skills
• High level organizational skills and attention to detail
• Excellent written and verbal communication skills
• Ability to work within Savers culture
• Detail oriented

Minimum Required Education, Training and Experience:

• High School diploma, or equivalent

• Prior work in customer service in a call center environment preferred, but not required  
• Background check required

Physical Requirements:

• Must be able to sit, stand and walk for extended periods of time

FLSA Status

• Non-Exempt

Tools and Equipment Used:

• Laptop or desktop computer, phone, headset, webcam

Travel:

• No travel required

Work Address:

• Remote

Savers is an E-Verify employer