Job Description

Job Location: Miami Gardens, FL 33056
Position Type: Full TimeEducation
Level: High School
Job Category: Retail

Summary:
The Lead E-Commerce Customer Service Agent plays a critical dual role in Goodwill South Florida’s E-Commerce operation. This position is responsible for providing hands-on support to customers across multiple online platforms (eBay, Amazon, ShopGoodwill, Shopify) while also serving as the first point of contact for the Customer Service Agent team. The Lead acts as a team coach, escalation contact, and operational liaison between agents and the Director of E-commerce. The ideal candidate demonstrates leadership, initiative, and a strong understanding of E-commerce customer experience best practices and platforms such as Upright Labs and CashMonkey.

Essential Duties and Responsibilities:
- Customer Service Duties (Hands-On Support)
- Respond to customer inquiries through phone, email, and marketplace messaging portals with professionalism, empathy, and accuracy.
- Manage complex customer cases involving returns, disputes, shipment issues, negative feedback, or multi-channel concerns, escalating as needed to the Director.
- Resolve product, order, and shipping issues by collaborating with fulfillment, warehouse, and listing teams.
- Review and manage return requests, refunds, and claims through Amazon A-to-Z, eBay Resolution Center, and other platform-specific systems.
- Identify customer trends and feedback issues, and recommend adjustments to listings or internal processes.
- Team Coordination and Leadership
- Provide day-to-day guidance and mentoring to the Customer Service Agent team to ensure performance consistency and adherence to SOPs.
- Monitor team workflows and provide real-time support or direction during high-volume periods.
- Support the onboarding and training of new team members, ensuring knowledge transfer regarding marketplaces, systems, and policies.
- Conduct periodic quality checks on team communications and provide feedback to support skill development and customer satisfaction.
- Maintain and update standard response templates, FAQs, and SOPs in collaboration with the Director, Administrative and Operational Support.
- Prepare weekly summaries or insights on customer service trends, team performance, and recurring issues for leadership review.
- Assist with scheduling coordination, shift coverage planning, and timekeeping accuracy for the team.
- Ensure team workspace remains clean, organized, and compliant with safety standards.
- Act as a liaison between the customer service team and other E-Commerce units (e.g., listing, shipping, returns).
- Assist with maintaining updated SOPs, FAQ resources, or customer response templates to promote consistency across support channels.
- Perform all other duties as assigned.

QualificationsEducation and

Experience:
- High school diploma or equivalent required.
- Minimum of 2 years of E-Commerce customer service experience required.
- Prior team lead or supervisory experience in a customer-facing or support role strongly preferred.

Qualifications:
- Demonstrated leadership, coaching, or mentoring experience in a customer service or retail setting.
- Excellent communication, problem-solving, and conflict-resolution skills.
- Strong task management and organizational abilities; able to balance hands-on duties with coordination.
- Familiarity with online marketplace policies, buyer protections, and fulfillment processes.
- Bilingual (English/Spanish) strongly preferred.
- Technical Proficiency
- Proficient in using E-commerce platforms such as eBay, Amazon, and ShopGoodwill.
- Familiarity with listing software (e.g., Upright Labs, CashMonkey) and order tracking systems.
- Proficient in email platforms, Google Workspace, Microsoft Office, and willing to learn CRM/ticketing tools as introduced.

Supervisory Responsibilities: No direct hire authority, but acts as a working lead. Provides guidance, mentorship, task coordination, and first-level support for a team of Customer Service Agents.
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:
- Problem Solving - Identifies and resolves problems promptly, develops alternative solutions, and uses reason even when dealing with emotionally charged topics.
- Communication and customer services - Ability to read, write, and communicate effectively in English.  Spanish is a plus, but not required. Use terminology that is appropriate to the intended audience.  Edits written work for spelling and grammar.  Speaks clearly so others can understand. Demonstrates the ability to listen to and understand information and ideas presented through spoken words and sentences and to request clarification when needed.
- Ethics - Maintains high standards of ethical conduct, exhibits honesty and integrity, and refrains from theft-related, dishonest, or unethical behavior.  Works with integrity and maintains confidentiality. Treats people with respect, keeps commitments, inspires the trust of others, works with integrity and ethics, and upholds organizational values.
- Job Commitment - Accepts responsibility and demonstrates responsible behavior, initiative, and tenacity; Works with minimal supervision and is dependable.
- Professionalism - Adheres to all corporate policies and procedures, including occupational safety and health policies, and promptly responds to management directions.  Maintain a professional demeanor with participants, staff, and other professionals.  Project a positive image of Goodwill.  Reacts well under pressure and accepts responsibility for own actions.  Follows through on commitments.
- Work Quality - Demonstrates accuracy, completeness, and neatness.  Seek opportunities to enhance and promote quality.  Applies feedback to improve performance.  Monitors own work to ensure quality.
- Quantity of work - Produces work assigned by the manager efficiently and promptly.
- Attendance/Punctuality - Report to work as scheduled and on time and remain on the job throughout regular work hours.  Notify supervisor of lateness, absence, or if an urgent reason for leaving work arises. Commit to working long hours when necessary to reach goals; complete tasks on time or notify your supervisor of an alternative plan.
- Teamwork - Works and interacts with others to accomplish overall group goals; solicits feedback to maximize results.
- Safety and Security - Observe all safety and security procedures; report any safety deficiencies to your immediate supervisor. Uses equipment and materials properly. Knows what Material Safety Data Sheets (MSDS) are and where they are stored.
- Personal Characteristics—Dress in appropriate business attire. Conduct yourself professionally. Take initiative. Be dependable and accurate, and take pride in your work.
- Adaptability - Adapts to changes in the work environment, manages competing demands, and adjusts approaches and methods to best fit the situation. Can effectively deal with frequent changes, delays, or unexpected events.
- Cost Consciousness: Works within approved budget; develops and implements cost-saving measures; contributes to profits and revenue; conserves organizational resources.
- Detail-Oriented – Must be an organized professional with an excellent eye for detail.
- Diversity—Shows respect and sensitivity for cultural differences, educates others on the value of diversity, promotes a harassment-free environment, and builds a diverse workforce.
- Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Leadership – Exhibits confidence in oneself and others; inspires and motivates others to perform well; effectively influences the actions and opinions of others; accepts feedback from others; gives appropriate recognition to others.  Must be highly reliable and able to carry out tasks autonomously and collaboratively.
- Motivation – Self-motivated and a self-starter. Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures oneself against a standard of excellence; takes calculated risks to accomplish goals. Persistent and results-oriented.
- Strategic Thinking: Develop strategies to achieve organizational goals, understand the organization's strengths and weaknesses, analyze the market and competition, identify external threats and opportunities, and adapt strategy to changing conditions.
Physical Demands - The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
While performing the duties of this job, the employee is regularly required to sit for extended periods. The employee must frequently use hands to finger, handle, feel, and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 20 pounds. Specific visual abilities required for this job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.