[Remote] Customer Ops Specialist -Jacksonville at eBay

Florida, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Ecommerce, AutomotiveIndustries

Requirements

2+ years of technology customer support experience with exceptional customer service skills
Technology or automotive industries experience
Proficient with or the ability to quickly learn an array of computer software and Microsoft Office applications
Effective communication skills via any means with individuals of any level internally and externally, employing a consultative approach
Ability to help non-technical customers solve technical issues, employing sophisticated problem-solving and analytical skills
Automotive industries experience and basic knowledge of automobile terminology and purchase and sale documentation preferred
Bachelor’s degree or equivalent a plus
Must be based in Jacksonville, FL
Remote hybrid: remote four days per week, in office Wednesdays, available for periodic (likely quarterly) in-office meetings in Southside Estates neighborhood of Jacksonville, FL
Working schedule: Monday - Friday, 9:00am - 5:00pm EST

Responsibilities

Devote yourself to ensuring customer satisfaction
Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show commitment to excellent customer service and increase customer satisfaction and loyalty
Assist with answering customer inquiries and problems by routing customer to the appropriate contact and/or department
Provide timely, empathetic support to customers through Zendesk software, handling incoming chats and emails with care and speaking with Caramel customers over the phone
Build strong feedback loops between customers and internal teams to continually improve customer experiences
Maintain and influence Standard Operating Procedures (SOPs) to ensure consistency and effectiveness
Enhance customer Knowledge Base/FAQ to proactively address common queries and reduce ticket volume
Identify and promptly resolve customer issues, collaborating with cross-functional teams as needed to deliver exceptional service

Skills

Key technologies and capabilities for this role

ZendeskCustomer ServiceChat SupportEmail SupportPhone SupportCustomer ComplaintsEmpathyZendesk Software

Questions & Answers

Common questions about this position

What experience is required for the Customer Ops Specialist role?

Candidates need 2+ years of technology customer support experience with exceptional customer service skills, experience in technology or automotive industries, and proficiency with computer software and Microsoft Office applications.

Is this a remote position or does it require working in Jacksonville?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What is the company culture like at eBay and Caramel?

The culture emphasizes customers as the compass, authenticity, bold ideas, bringing unique selves to work, and joining passionate thinkers, innovators, and dreamers to build communities and economic opportunity.

What makes a strong candidate for this Customer Ops Specialist position?

Successful candidates bring great work ethic and energy, a consistent track record of identifying customer needs and implementing solutions, effective communication skills, and the ability to help non-technical customers solve technical issues with sophisticated problem-solving.

eBay

Global online marketplace for buying and selling

About eBay

eBay is an online marketplace where individuals and businesses can buy and sell a wide range of products, including electronics, fashion, and collectibles. Users can list items for auction or use the 'Buy It Now' option for immediate purchases. eBay stands out from competitors with its vast selection, user-friendly interface, and strong buyer and seller protections, including free shipping on many items. The company's goal is to facilitate seamless transactions while generating revenue through transaction fees, advertising, and subscription services.

San Jose, CaliforniaHeadquarters

1995Year Founded

$6.5MTotal Funding

IPOCompany Stage

Consumer Software, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Company Match

Paid Vacation

Parental Leave

Risks

Niche e-commerce platforms like StockX and Poshmark may draw away eBay's customers.

Social media platforms with shopping features could divert traffic from eBay.

Direct-to-consumer brands bypassing marketplaces may reduce eBay's seller base.

Differentiation

eBay offers a unique auction-style listing alongside 'Buy It Now' options.

The platform provides robust buyer and seller protections, enhancing trust in transactions.

eBay's vast product selection includes new, refurbished, and second-hand items.

Upsides

eBay's acquisition of GSI Commerce strengthens its position as a global commerce partner.

The rise of social commerce offers eBay opportunities to integrate social shopping features.

Increased focus on sustainability aligns with eBay's refurbished and second-hand product categories.

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