Customer Ops Specialist -jacksonville jobs at Ebay

What you will accomplish:

• Devote yourself to ensuring customer satisfaction

• Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to 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 our 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 and enhance our 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

What you will bring:

• 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

Where & When You Will Work:

• Remote Hybrid - must be based in Jacksonville FL

• Remote four days per week - must be in office Wednesdays, and available for periodic (likely quarterly) in-office meetings. Office location is Southside Estates neighborhood of Jacksonville FL.

• Working Schedule: Monday - Friday, 9:00am - 5:00pm EST

The base pay range for this position is expected in the range below:

As the Director of Trust Strategy and Operations for Post-Purchase Experiences, you are a skilled and accomplished leader, demonstrating excellence in strategy, execution, and operations. You will define and lead the strategy and vision for how a diverse set of post-purchase policy areas, including cancellations, returns, and missing items, individually and collectively create a cohesive, predictable, and fair framework that balances protections and accountability for all. You will also lead the reimagination of how buyers and sellers navigate through experiences where their activity many have been temporarily restricted. You will lead cross-functional execution by partnering closely with internal teams, representing both buyers and sellers, and driving measurable marketplace results. Finally, you will be responsible for the operational mechanisms and continuous improvement that ensure these critical programs perform seamlessly day-to-day. This role is pivotal as eBay accelerates into a new era of growth powered by innovative experiences like live shopping and item authentication.

The Trust team sits at the heart of this evolution, and the mission is to make every connection safe, seamless, and worthy of confidence. But that’s not all! You will also play a key role in consistently improving the Trust entity's execution framework, processes, systems, and data. You will partner with Product Management, Analytics, Engineering, Design and Customer Support to identify areas of opportunity, size impacts and drive new strategies and operational plans. You will use predictive methods to advise market level decisions and ensure solutions meet the stated goals and objectives and account for changing market and economic conditions. You will develop the comprehensive framework and operational plan to improve measurable outcomes and expand the areas of focus within the Trust organization. Lastly, you will ensure that the needs of our international teams are well represented.

Implement strategic, operational, and data-driven approaches to gain support from various parties for balanced solutions that may challenge current strategies and timelines. and influence leaders across the Trust organization, building culture, establishing standards, and achieving goals

Strengthen and lead the Operations function for Trust, enhancing assessment, monitoring, testing and goal setting standards and execution excellence. Build sustainable mechanisms to report results and escalate issues to internal partners and stakeholders

Champion experience improvements, share best practices and promote operating standards across the Trust organization

Who You Are - A Proven Leader Who:

• Is a strategic leader with a point of view
• Sees the system, e.g., understands end to end Trust experiences, Buyer and Seller needs and eBay platform technical architecture
• Understands the practical applications of analytics, design, and research and how all fit into building new processes and deploying new technologies
• Inspires a high performing team, delivering results at eBay’s scale
• Sets aggressive personal and team goals
• Takes ownership and delivers results
• Builds and sustains strong partnerships
• Communicates clearly, effectively, and proactively with exceptional listening, written and verbal communication skills
• Is comfortable presenting to executives, business, and engineering alike
• Leverages data effectively
• Quickly and proactively resolves issues
• Acts with integrity
• Brings experience with online and marketplace retail environments

Minimum Qualifications:

• BA/BS degree, with 12+ years of proven experience within two or more functional areas (e.g., Trust & Safety Operations, Operations, Quantitative Research, Analytics, Data Science, Product Management)
• Excel in business and technical skills, understanding Trust program needs, proposing creative solutions, leading projects to meet deadlines with outstanding results
• Experience acting as the voice of the customer and channeling many points of view, synthesizing them to drive alignment even in times of friction or disagreement
• Solid understanding of technical solutions used in marketplaces and ecommerce platforms and familiarity with system architecture and APIs
• Deep data expertise with the ability to find the trends and implications within data to advise sound decisions
• Relentless execution, resourcefulness, and track record of delivering results in challenging situations
• Experience communicating insights through data with senior-level executives
• Prior experience building and leading teams of 5+ team members
• Prior experience working as a part of or closely with a Trust and Safety organization
• Proven experience leading the delivery of large-scale programs (i.e., multi $B), experiences, and products from roadmap to delivery as well as leading elements related to full-funnel and end-to-end user journeys

• Strong customer and stakeholder empathy
• Creative problem-solving skills

The base pay range for this position is expected in the range below:

• Respond promptly to customer queries and complaints to find solutions and defuse tension.
  

• Ensure appropriate actions are taken to resolve customers’ problems and concerns, escalating as needed.
  

• Maintain customer accounts and accurate records of customer interactions, including inquiries, complaints, or comments.
  

• Use knowledge of products, services, or assigned expertise to answer inquiries or escalate to the appropriate team.
  

• Meet or exceed program metrics (quality, NPS, attendance, phone KPIs).
  

• Follow up with customers regularly to ensure satisfaction.
  

• Respond to customer inquiries within established SLAs.
  

• Proactively identify areas of opportunity to improve service.
  

• Deliver WOW, white-glove service to every customer.
  

• Handle calls, chats, and tickets in a support center environment.
  

• Collaborate with other teams to resolve customer issues effectively.
  

• Perform other related duties as assigned (scope may change with business needs).
  

• 3–5 years of Customer Service experience.
  

• High School diploma required; Business Degree preferred.
  

• Goal-driven and able to work under pressure.
  

• Excellent problem-solving and critical thinking skills.
  

• Collaborative mindset and ability to work cross-functionally.
  

• Outstanding written and verbal communication skills, including active listening.
  

• Service-oriented with a proven track record of resolving customer concerns.
  

• Strong computer skills and ability to learn new software quickly.
  

• Mandatory : Ability to work well with other teams, think critically, and operate an Apple Mac.
  

• Preferred experience with tools/software :
  

  • Genesys Office
    

  • Google Sheets
    

  • Microsoft Office (Excel proficiency strongly preferred)
    

  • Jotform
    

• Collectibles knowledge and prior customer support experience strongly encouraged. Collectible enthusiasts welcome!
  

• Health Insurance : Eligible for Medical, Dental, and Vision coverage.
  

• 401(k) Plan : Supporting your long-term financial goals.
  

• Paid Vacation : Full-time employees receive paid time off.
  

• Fun & Engaging Environment : Team celebrations, holiday events, and team-building activities.
  

• Growth Opportunity : Join a dynamic company experiencing hyper-growth in an exciting industry.
  

The base pay range for this position is expected in the range below:

You will:

• Work in an environment that is challenging, fast paced, with a high volume of inbound phone based contacts

• Able to drive clarity and ask probing questions to identify the root cause of complex issues. Convey realistic expectations about next steps and actions, while identifying the best resolution for eBay, the buyer, and the seller

• Ability to demonstrate special care and connection with customers, establishing trust, and driving brand loyalty, while delivering difficult messages

• Apply own judgment in certain cases to proactively find a resolution when not immediately available

• Adhere to performance and metric standards, which will include: AHT, resolution, customer satisfaction, schedule adherence, compliance, quality, and more.

• Able to work an AM or PM schedule with two consecutive days off, working either Saturday or Sunday

• Hardworking and energetic to what we do. You care, so we can move the dial. Lead with understanding that everything we do impacts our people and customers

• Looking for a culture where we value, support, and inspire each other. Feel empowered and open to possibilities.

• Able to deliver extraordinary impact. You start by being excellent at the basics and going above and beyond for our people, customers, and partners

• Committed to consistently adhere to internal policies/processes and regulatory compliance. Strictly adheres to guidelines and minimizes errors, omissions, and oversights

• Willing to create a culture that promotes inclusiveness and collaboration. Value the diversity of thought and everyone's input, while creating a safe environment where we listen with curiosity, even if we disagree.

• 2+ years of call center or relevant customer service experience

• A stellar communicator, with high level of empathy and emotional intelligence

• Digital proficiency in navigating web-based & e-commerce specific software applications, knowledge bases, instant messaging, and internet searches

• You are customer-centric and maintain a high level of customer care in a variety of different and complicated situations

• Skilled and insightful to the needs of customers. Maintaining high levels of resiliency while delivering tough messages

• Comfortable in a dynamic, fast-paced, and constantly evolving working environment

• Must Be Located in Florida.

• Have a secure workspace in a room or office with a door that closes off from noises and distractions such as pets, children and other adults

• Willing to work a structured work schedule which includes not being able to undertake the primary care of another individual (such as a child or adult) during working hours

• Wired Internet connection, capable of continuously supporting excellent call quality and high-speed response rates (wireless, DSL and/or satellite Internet Service Providers are not compatible with our systems)

• Internet service does need to have a consistent internet speed of 10 mbps download and 4 mbps upload

The base pay range for this position is expected in the range below:

Disclaimer: Please note that by applying to this role, you are agreeing to be considered for multiple positions. This is a general description of the qualifications and skills required for positions of this type of role.

You will:

• Work in an environment that is challenging, fast paced, with a high volume of inbound phone based contacts

• Able to drive clarity and ask probing questions to identify the root cause of complex issues. Convey realistic expectations about next steps and actions, while identifying the best resolution for eBay, the buyer, and the seller

• Ability to demonstrate special care and connection with customers, establishing trust, and driving brand loyalty, while delivering difficult messages

• Apply own judgment in certain cases to proactively find a resolution when not immediately available

• Adhere to performance and metric standards, which will include: AHT, resolution, customer satisfaction, schedule adherence, compliance, quality, and more.

• Able to work an AM or PM schedule with two consecutive days off, working either Saturday or Sunday

• Hardworking and energetic to what we do. You care, so we can move the dial. Lead with understanding that everything we do impacts our people and customers

• Looking for a culture where we value, support, and inspire each other. Feel empowered and open to possibilities.

• Able to deliver extraordinary impact. You start by being excellent at the basics and going above and beyond for our people, customers, and partners

• Committed to consistently adhere to internal policies/processes and regulatory compliance. Strictly adheres to guidelines and minimizes errors, omissions, and oversights

• Willing to create a culture that promotes inclusiveness and collaboration. Value the diversity of thought and everyone's input, while creating a safe environment where we listen with curiosity, even if we disagree.

• 2+ years of call center or relevant customer service experience

• A stellar communicator, with high level of empathy and emotional intelligence

• Digital proficiency in navigating web-based & e-commerce specific software applications, knowledge bases, instant messaging, and internet searches

• You are customer-centric and maintain a high level of customer care in a variety of different and complicated situations

• Skilled and insightful to the needs of customers. Maintaining high levels of resiliency while delivering tough messages

• Comfortable in a dynamic, fast-paced, and constantly evolving working environment

• Must Be Located in Texas.

• Have a secure workspace in a room or office with a door that closes off from noises and distractions such as pets, children and other adults

• Willing to work a structured work schedule which includes not being able to undertake the primary care of another individual (such as a child or adult) during working hours

• Wired Internet connection, capable of continuously supporting excellent call quality and high-speed response rates (wireless, DSL and/or satellite Internet Service Providers are not compatible with our systems)

• Internet service does need to have a consistent internet speed of 10 mbps download and 4 mbps upload

The base pay range for this position is expected in the range below:

Disclaimer: Please note that by applying to this role, you are agreeing to be considered for multiple positions. This is a general description of the qualifications and skills required for positions of this type of role.

You will:

• Work in an environment that is challenging, fast paced, with a high volume of inbound phone based contacts

• Able to drive clarity and ask probing questions to identify the root cause of complex issues. Convey realistic expectations about next steps and actions, while identifying the best resolution for eBay, the buyer, and the seller

• Ability to demonstrate special care and connection with customers, establishing trust, and driving brand loyalty, while delivering difficult messages

• Apply own judgment in certain cases to proactively find a resolution when not immediately available

• Adhere to performance and metric standards, which will include: AHT, resolution, customer satisfaction, schedule adherence, compliance, quality, and more.

• Able to work an AM or PM schedule with two consecutive days off, working either Saturday or Sunday

• Hardworking and energetic to what we do. You care, so we can move the dial. Lead with understanding that everything we do impacts our people and customers

• Looking for a culture where we value, support, and inspire each other. Feel empowered and open to possibilities.

• Able to deliver extraordinary impact. You start by being excellent at the basics and going above and beyond for our people, customers, and partners

• Committed to consistently adhere to internal policies/processes and regulatory compliance. Strictly adheres to guidelines and minimizes errors, omissions, and oversights

• Willing to create a culture that promotes inclusiveness and collaboration. Value the diversity of thought and everyone's input, while creating a safe environment where we listen with curiosity, even if we disagree.

• 2+ years of call center or relevant customer service experience

• A stellar communicator, with high level of empathy and emotional intelligence

• Digital proficiency in navigating web-based & e-commerce specific software applications, knowledge bases, instant messaging, and internet searches

• You are customer-centric and maintain a high level of customer care in a variety of different and complicated situations

• Skilled and insightful to the needs of customers. Maintaining high levels of resiliency while delivering tough messages

• Comfortable in a dynamic, fast-paced, and constantly evolving working environment

• Must Be Located in Utah.

• Have a secure workspace in a room or office with a door that closes off from noises and distractions such as pets, children and other adults

• Willing to work a structured work schedule which includes not being able to undertake the primary care of another individual (such as a child or adult) during working hours

• Wired Internet connection, capable of continuously supporting excellent call quality and high-speed response rates (wireless, DSL and/or satellite Internet Service Providers are not compatible with our systems)

• Internet service does need to have a consistent internet speed of 10 mbps download and 4 mbps upload

The base pay range for this position is expected in the range below:

Disclaimer: Please note that by applying to this role, you are agreeing to be considered for multiple positions. This is a general description of the qualifications and skills required for positions of this type of role.

What you will accomplish:

• Devote yourself to ensuring customer satisfaction

• Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty

• Thoroughly answer customer inquiries and problems over email

• Provide timely, empathetic support to customers through our Genesys Cloud system, handling incoming emails with care and making some outbound calls as needed

• Build strong feedback loops between customers and internal teams to continually improve customer experiences

• Identify and promptly resolve customer issues, collaborating with cross-functional teams as needed to deliver exceptional service

What you will bring:

• 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

Where & When You Will Work:

• Remote from the US, based in Pacific or Mountain or Eastern time zones

• Schedule Options:

  • Monday - Friday 6:00am-2:30pm PST

  • Monday - Friday 9:30am-6:00pm PST

  • Thursday - Monday 7:30am - 4:00pm PST

The base pay range for this position is expected in the range below: