Sr. Customer Service Representative

Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

EcommerceIndustries

Requirements

Candidates must have 3+ years of call center or relevant customer service experience. They should be customer-centric with high levels of empathy and emotional intelligence, digitally proficient in navigating web-based and e-commerce software, and skilled in understanding customer needs while maintaining resilience. Applicants must also have a secure, quiet home workspace with a wired internet connection supporting 10 mbps download and 4 mbps upload speeds, and be willing to work a structured schedule without primary caregiving duties during work hours.

Responsibilities

The Sr. Customer Service Representative will handle a high volume of inbound phone calls, addressing compliance and policy adherence questions to guide members and resolve issues. They will investigate member accounts to ensure policy compliance, convey realistic expectations, and identify optimal resolutions. The role requires establishing trust and driving brand loyalty while delivering difficult messages, adhering strictly to policy-driven guidelines and minimizing errors. Representatives must also meet performance metrics including AHT, resolution rates, customer satisfaction, schedule adherence, compliance, and quality.

Skills

Customer Service

Communication

Problem-Solving

Policy Adherence

Investigation

Compliance

Customer Satisfaction

Phone Support

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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