Community Support Representative

Description:Scope of Work:Customer Support Representatives will work in a high-intensity multi-contact environment (phone/live chat/email) with their primary focus being in the phone contact channel.General Job Responsibilities: Customer Support Representatives will provide well-versed proactive and reactive support in a multi-channel environment including inbound and outbound phone calls, email and chat. Support issues could include answering questions on eBay site functionality and policies, helping to troubleshoot and facilitate issue resolution, as well as seeking opportunities to cross-sell buyers while adding additional eBay value (through up-selling promotional devices, providing education on eBay services and coaching on best practices.CSR's are expected to operate in a predominately live contact oriented environment, to respond to a variety of incoming customer calls and may also conduct outbound Customer Support intervention trigger based calls.CSR's will be expected to utilize unparalleled problem solving and conflict resolution skills in their day-to-day tasks.Qualifications:General Job Responsibilities:Answer phone inquiries from eBay Members/Listen to member concerns and answer questions.Provide feedback on policy changes.Work with members to keep the account in good standing.Work with internal departments to resolve member issues.Be an advocate and ensure satisfaction of the eBay community.Record member suggestions and pass on to appropriate person when necessary.Promote features and benefits of different eBay products.Answer email inquiries from the phone queues and back up other general support queues.4years experience in a customer service and/or sales work environment required.High school diploma or equivalent.Some college preferred.Excellent record of sustained customer service; meeting and exceeding current metric standards in productivity, quality and customer satisfaction.Comfortable with Microsoft Office Suite and CRM tools.Working knowledge of the eBay site / auction dynamics and experience buying and selling in online auctions.Working knowledge of eBay administrative tools an asset.Familiarity with web-based technology.Strong Communication skills (verbal and written). Demonstrated high level of proficiency in working in a multiple contact channel environment (email/live chat/phone) with an emphasis on phone.Salary/Benefits: Salary commensurate with experienceJob Location: Salt Lake City, UTJob Number: RUSAEBAY7239-615082Company URL: http://www.ebaycareers.com Salary/Benefits: Salary commensurate with experience Job Location:  Salt Lake City Worldwide HQ, UT Job Number:  29644BR.1072 Company URL:  http://www.ebaycareers.com