Customer Operations Specialist

eBay; Georgia (VT); Remote; USD 36,000 - 72,000; Full time

Job summary

eBay is looking for a Customer Operations Specialist to join their Caramel team. The role involves ensuring exceptional customer service while assisting customers via chat, email, and phone. You will address complaints empathetically and help maintain operational standards to improve customer experiences.

Benefits

401(k) eligibility

Paid time off benefits

Health insurance options

Qualifications

• 2+ years of technology customer support experience.
• Effective communication skills with individuals of any level.
• Basic knowledge of automobile terminology preferred.

Responsibilities

• Ensure customer satisfaction and handle complaints with empathy.
• Assist with customer inquiries and provide timely solutions.
• Maintain Standard Operating Procedures for consistency.

Skills

Customer service

Problem-solving

Communication

Empathy

Education

Bachelor’s degree or equivalent

Tools

Zendesk

Microsoft Office

Job description

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At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

About The Team And The Role

Caramel is thrilled to be joining the eBay group of companies. We are a car checkout platform that makes private party and independent dealer sales simple and safe, now under the eBay portfolio. We hire talented, driven people and enable them to flourish. We are hiring exceptional service-oriented Customer Operations Specialists to be the voice of the company with our customers and have the opportunity to put your thumbprint on Caramel support. Successful candidates will bring great work ethic and energy, with a consistent track record of identifying customer needs and successfully implementing solutions.

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 from the US
• Working Schedule: Monday - Friday, available shifts 6am - 2pm PST, 8am - 4pm PST, 10am - 6pm PST
  
  
  

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

$36,400 - $71,600

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Please see the Talent Privacy Notice for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at [e-mail]. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Technology, Information and Internet

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