Goodwill Greater New York and Northern New Jersey (GWNYNJ) believes that the power of work and sustainable fashion is how we unlock the good in our communities. For over 100 years, we have helped people get jobs, stay employed, and progress in careers across New York and Northern New Jersey. We believe that diversity drives innovation and strengthens our workplace. We are committed to fostering our inclusive environment where all employees feel valued, respected, and empowered to contribute fully. We welcome applicants of all backgrounds, identities, experiences, and abilities.
Customer Service Training & Quality Coordinator
Goodwill NYNJ | Remote | Full-Time
About the Role
Goodwill NYNJ's e-commerce operation sells thousands of secondhand items every month through ShopGoodwill, eBay, and a growing portfolio of online marketplaces. This remote role supports our onsite customer service team by making sure reps have the training, documentation, and quality oversight they need to deliver fast, accurate, and mission-aligned service.
You'll partner closely with the onsite Customer Service Supervisor: building training materials, answering reps' questions, reviewing tickets for quality and accuracy, and auditing online listings to catch errors before they affect customers. This is a role for someone who loves building systems, writing clear documentation, and helping a team get better every day — without needing to be in the building to do it.
What You'll Do
Customer Support & Case Resolution
- 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
Training & Enablement
- 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)
Ticket & Quality Oversight
- 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
Listings Accuracy & Support
- 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
Documentation & Process Support
- 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
What We're Looking For
- 2+ years of customer service experience, preferably in e-commerce, retail, or a marketplace environment; training or quality assurance experience a plus
- Familiarity with eBay seller tools, ShopGoodwill, or similar resale platforms is a strong plus
- 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; associate or bachelor’s degree a plus
Why Goodwill NYNJ
Every item we sell online funds job training, placement services, and community programs that change lives across New York and New Jersey. When you keep the customer service team equipped and running smoothly — and catch listing errors before they reach a buyer — you're protecting revenue that goes directly back to mission. This role matters.
Goodwill NYNJ is an equal opportunity employer committed to creating an inclusive environment for all employees.
#IND3
We believe in creating space for everyone to do their best work and have individual and collective impact. We believe in challenging the status quo and setting ambitious goals in the name of doing more good. We believe that being your best self and helping others do the same is how we bring our mission alive. Even if you don’t think you meet all the qualifications listed for the job, we would love to hear from you!
If you require a reasonable accommodation at any point in the application or interview process, or if you are unable to apply through our recruitment portal, please contact us at humanresources@goodwillny.org. We are happy to assist and ensure you have an equal opportunity to apply.
