Customer Service Associate

Goodwill is one of the leading non-profit brands in the world and one of the largest non-profits in Southern California. We are a rapidly evolving organization and yet we have never been more focused on our Mission, on our people, and on our future. It’s always a GOOD day in SoCal! 

The Customer Service Associate assists the E-commerce leadership team in providing excellent customer experience both in person and online.  This role assists with answering customer inquiries, manages the customer pick up schedule and provides excellent service consistently. 

Essential Duties & Responsibilities

1. Assist with answering customer inquiry messages on various selling platforms.
2. Engage with customers in person in a professional manner at all times.
3. Utilize cash register system and consistently ask for donation at the register with every pick-up appointment.
4. Manage the pick-up schedule for the day and ensure that all appointments are facilitated in a professional manner.
5. Ensure that every customer experience reflects our mission statement as an organization.
6. Collaborate with shipping department to pick orders and prepare all orders and items for their appointments.
7. Proactively manage the pick-up schedule to prepare for the next day’s appointments.
8. Work with a team of Customer Service Team and other departments to find appropriate solutions for escalated customer issues.
9. Utilize phone and voicemail systems to answer customer inquiries and issues via telephone.
10. Performs Operations and Production Associate duties when not assisting online customers.
11. Ability to on occasion lift heavier items and assist with taking larger items to customers’ vehicles.
12. Collaborate with operations department as needed on various projects.
13. Other duties and special projects as assigned.

Education & Experience

• Minimum 1 year of experience in customer service, retail and/or order fulfillment services.
• High school diploma or general education degree (GED) preferred.
• Must have intermediate knowledge of computer programs in a Windows environment, including Word, Excel and E-mail; Other software to include Google Chrome and NeatoScan.
• Drug Screening and Background check required. 

Goodwill Industries in Southern California is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, disability or protected veteran status. If you'd like more information about your EEO rights as an applicant under the law, please click here:

Goodwill gives preferential consideration to persons with barriers to employment.   Persons with disabilities are encouraged to apply. 

Equal Employment Opportunity

Goodwill is committed to a policy of equal employment opportunity for applicants and employees. 
Employment decisions will comply with all applicable laws prohibiting discrimination in employment including Title VII of the Civil Rights Act of 1964, the Age Discrimination Employment Act of 1967, the Americans with Disabilities Act of 1990, the Immigration and Nationality Act, and any other characteristic protected by federal or state law.  

Nondiscrimination on the Basis of Disabilities

In furtherance of our commitment to end discrimination against qualified disabled individuals, and in accordance with the provisions of Section 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act, and all regulations properly issued thereunder to protect the rights of qualified disabled persons, it is Goodwill's policy that no program or activity administered by it shall exclude from participation, deny benefits to or subject to discrimination any individual solely by reason of his or her disability.   Equal employment opportunity will be extended to qualified disabled persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.   We further affirm that we will provide reasonable accommodation to the known physical or mental limitations of an otherwise qualified disabled employee or applicant.  

It is the policy of Goodwill to provide reasonable accommodations for qualified persons with disabilities who are employees or applicants for employment.  If you need assistance for accommodations to interview because of a disability, please notify the Human Resources Department. 
Employment opportunities will not be denied to anyone because of the need to make reasonable accommodations for a disability.