Entering & Customer Service Assistant

Overview

Date Posted:
5/20/2020
Location:
126 Crosby St BookStore
City:
New York
State:
NY
Country:
United States of America
Category:
Service

Description

 

Position Overview/Summary Description

The Entering & Customer Service Assistant has three core responsibilities:
1) Data entry of our donated books so they can be sold online; 2) Providing
exceptional customer service to our online sales customers via email and
phone; and 3) Assisting in coaching members of our vocational internship
program. All of these functions are key to the success of our Online Sales
Dept.

Essential Job Functions:

Primary: • Prompt and accurate data entry of new books into online sales system Indaba, includes: examining each books condition accurately, typing condition and other details into online system, scanning books, then placing them in the correct location on our shelves • Meeting individual daily and weekly entering goals • Monitoring all online sales customer emails and phone calls, and responding to all inquiries/questions/complaints within 24 hours (or 48 hours on the weekends). Inquiries can include: tracking orders, requests for refunds/replacements/returns, and general questions/feedback • Assisting in coaching members of our vocational internship program • As needed, researching pricing history of items • Processing refunds and returns, including examining returned books and relisting online, if appropriate • Performing quality control on all books uploaded, and spot-checking 5% of books placed on shelves

Secondary: • Sorting donations, for online sales and/or for secondary vendor partners • Scanning donations • Monitoring customer feedback/health of our online marketplaces, suggesting improvement ideas to management • Monitoring recent trends in online sales, internally and externally, and suggesting best practices to management

Minimum Requirements

 

Other Functions

Other functions are required with this position include:
• Participate in at least four direction actions per year aimed at ending
the twin crises of homelessness and HIV/AIDS
• Know the Housing Works mission statement and be able to inform
and discuss with customers and donors
• Embody the Housing Works values of Stronger Together, High
Performance, Membership, and All In
• Other duties as assigned

Education:

High School Diploma or equivalent preferred

Qualifications/Requirements
• Customer Service experience preferred
• Advanced computer and telephone skills required
• Experience in databases and with Microsoft applications (Word, Excel,
etc.) required
• Job coaching and/or personal/professional management experience
and/or graduate of vocational program preferred
• Flexibility in hours/scheduling required; including weekends, evenings,
and holidays 

Competencies

The following additional competencies are viewed as important to success in this position: • Self-starting, self-motivated problem-solving mindset • Positive attitude, especially when dealing with challenging customers • High energy! • Works well with others and independently with little supervision • Patience, empathy, and good interpersonal and communication skills to communicate with colleagues and a diverse group of interns • Excellent organizational skills • Impeccable attention to detail

Essential Physical Demands/ Working Conditions

• Required to stand, walk, kneel, and bend for long periods of time • Ability to go up and down stairs frequently • Ability to lift a minimum of 40 lbs • Must be able to type on a keyboard • This position may not be performed remotely

Housing Works provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements. Housing Works complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Compensation range: $15/hr-$17/hr