Sr. Customer Service Representative

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.

You will:

• Work in an environment that is challenging, fast paced, with a high volume of inbound phone based contacts
• Address questions related to compliance and policy adherence, ensuring members understand and follow these guidelines while providing guidance and support to resolve issues
• 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 and its members
• Ability to demonstrate special care and connection with customers, establishing trust, and driving brand loyalty, while delivering difficult messages
• Adhere to established policy-driven guidelines, ensuring consistency and compliance in decision-making processes, while exercising minimal personal discretion to maintain uniformity and uphold the organization's standards and procedures.
• Conduct thorough investigations of member accounts to identify issues ensuring compliance with established policies
• Adhere to performance and metric standards, which will include: AHT, resolution, customer satisfaction, schedule adherence, compliance, quality, and more

You are:

• Able to work an AM or PM schedule working both weekend days
• 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 over 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

To be successful (Requirements):

• 3+ years of call center or relevant customer service experience
• You are customer-centric; a stellar communicator, with high levels of empathy and emotional intelligence
• Digital proficiency in navigating web-based & e-commerce specific software applications, knowledge bases, instant messaging, and internet searches
• Skilled and insightful to the needs of customers. Maintaining resiliency while delivering tough messages
• Comfortable in a dynamic, fast-paced, and constantly evolving working environment

Work from Home Requirements:

• 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 undertaking 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

What is Next?

Thanks for taking the first step in starting your career with , we look forward to reviewing your application! We have multiple steps in our process. If you are selected to move forward, you will be contacted via email and asked to complete an online skills assessment.

We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies! So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about our Diversity & Inclusion click here

Our Benefits:

• Starting pay of $22.50/hr with differentials for swing and weekend shifts
• Benefits on Day 1 (Medical, Dental, Vision Insurance)
• 16+ Days of Paid Time Off
• Sabbatical- Every 5 years, receive 4 weeks off at 100% pay
• Teammates receive quarterly performance bonuses and yearly performance raises

And many more at ebaybenefits.com

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

$34,800 - $61,400

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.

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.

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

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 talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about '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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About Us

We Empower People and Create Economic Opportunity

Inc. (NASDAQ: EBAY) is a global commerce leader that connects millions of buyers and sellers around the world. We exist to enable economic opportunity for individuals, entrepreneurs, businesses and organizations of all sizes.

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