Customer Service Training & Quality Coordinator

Goodwill Industries of Greater New York and Northern New Jersey is dedicated to empowering communities through job training and sustainable practices. The Customer Service Training & Quality Coordinator will support the customer service team by developing training materials, ensuring quality oversight, and managing customer inquiries to enhance service delivery.

Responsibilities:

• Respond to all advanced customer inquiries across ShopGoodwill, eBay, and other platforms within platform-required timeframes, with a goal of same-business-day response
• Manage return carrier claims, refund requests > $500, and disputes end-to-end — from acknowledgment through resolution — following established workflows
• Communicate with customers in a clear, positive, and solution-focused tone at every touchpoint, even in difficult situations
• Escalate complex or high-value cases appropriately while keeping the customer informed throughout
• Ensure all cases are documented, tracked, and closed out completely in the applicable platform and internal systems
• Document return reasons and identify internal person, processes, or systems responsible for return
• Design, write, and maintain training materials, SOPs, and reference guides for the customer service team
• Serve as the go-to resource for reps' day-to-day questions on policies, procedures, and platform requirements
• Help onboard new customer service representatives and provide ongoing coaching as processes evolve, in coordination with the onsite supervisor
• Update training content as platform policies change (eBay, ShopGoodwill, and others)
• Review customer service tickets for accuracy, tone, and adherence to established workflows
• Identify recurring issues or coaching opportunities and share them with the onsite supervisor and management
• Support the team on escalated or complex cases as needed
• Track quality trends and flag risks to seller metrics (response rate, resolution rate, defect rate) before they become violations
• Review online listings across ShopGoodwill, eBay, and other marketplaces for accuracy, completeness, and quality
• Audit failed or flagged listings, identify root causes, and coordinate corrections with the production team
• Flag listing trends that are driving customer inquiries or disputes
• Create and maintain SOPs covering customer service and listings-related processes
• Support management with day-to-day operational tasks as needed
• Track and report on recurring issues, process gaps, and improvement opportunities based on listing and customer service ticket reviews
• Participate in team meetings to share insights that reduce case volume and listing errors over time

Requirements:

• 2+ years of customer service experience, preferably in e-commerce, retail, or a marketplace environment
• Excellent written communication skills — able to write clear, well-organized training materials and SOPs
• Strong organizational skills; able to manage multiple workstreams (training, tickets, listings, documentation) independently
• Comfortable working remotely and collaborating closely with an onsite team and supervisor
• Self-directed and proactive; comfortable spotting problems and proposing solutions without close supervision
• High school diploma or equivalent required
• Training or quality assurance experience
• Familiarity with eBay seller tools, ShopGoodwill, or similar resale platforms
• Associate or bachelor's degree