eBay Payments Customer Service Associate in Austin, Texas

We employ extraordinary people who do meaningful work that has a tangible impact on the lives of individuals all over the world. We aspire to make extraordinary things possible for each other, for our customers, and for you. We’ve been doing this for over 20 years and we're just as passionate about it today as when we founded the company in 1995.

*Position will be located in our Austin Campus*

A day in the life:

  • Provide engaging customer service in a fast paced call center environment

  • De-escalate calls while delivering difficult messages to customers in a way that creates a positive customer experience

  • Maintain high performance metrics including average handle time, after call work, quality, adherence, as well as customer satisfaction

  • Be able to make the right decision while keeping the customer and company in mind

  • Ability to work independently while doing what’s best for our customers

  • Involved with all aspects of customer service, including solving problems, answering questions and working with customers to ensure fantastic service

  • Weekly development sessions with Team Leaders and Coaches

What you’ll need:

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

  • Must have conflict management skills and the ability to deliver a difficult message that creates the best customer experience possible

  • Operate in a fast-paced environment.

  • Willingness to develop best in class practices to support customers as we move into a new part of the business

  • Previous financial service experience would be considered an asset

  • Engage in positive customer interactions creating experiences that drive loyalty and engagement by reducing customer effort. Examples include demonstrating empowerment to resolve customer issues, showing genuine interest in customers, and when appropriate de-escalate negative, highly emotional interactions.

  • Evaluate a member’s account and situation to provide accurate information to their specific problem or concern. Establish a trusting relationship between eBay and the customer while maintaining a high level of detail and accuracy. Be empathetic to customer concerns and display a sincere desire to serve with ownership through to resolution.

  • Transaction specific responsibilities include, but not limited to supporting customers through onboarding to intermediated payments, identity verification transaction queries, financial instrument declines, chargeback appeals, money movement, seller disbursement queries and general customer service questions.

  • Have a working knowledge of the site, and be an active user as a buyer/seller, or both preferred

  • Ability to work in a fast-paced environment

  • Excellent verbal and written communication skills

  • The ability to work in a fast-paced environment while being organized and using your time efficiently

  • Be empathetic to customer concerns and display sincere desire to find a resolution

  • Ability to meet strict attendance guidelines

  • Schedule Flexibility (able to work Weekends, Holidays, Day or Night Shift)

Why eBay?

  • Starting Competitive Pay shift and weekend differentials

  • Quarterly Performance Bonus

  • Yearly Performance Raises

  • Continued Career Development and Opportunities for Growth

  • Health, Vision and Dental Coverage

  • Pet Insurance

  • Tuition reimbursement up to $5,250

  • 16+ Days of Paid Time Off

  • Paid Maternity Leave up to 6 Months

  • Paid Paternity Leave up to 3 Months

  • Adoption and Infertility Assistance

  • Free subscription to Care.com

  • Free Basic and Premium eBay Store

  • 15% Discount on Employee Stock Purchase Plans

  • Match $ for $ up to 4% on 401K

  • eBay Sabbatical- Every 5 years, receive 4 weeks off at 100% pay to refresh and recharge.

  • Onsite Gym and Wellness Programs

  • Unlimited Free Coke and Pepsi Products

  • Matching Nonprofit Donations

  • Flex Spending

  • Life Insurance

  • Disability Benefits

What is Next?

We want to find the best talent, therefore, our interview process will consist of a few steps. First, we will begin with an assessment. Upon our recruiting team reviewing your resume, you will receive an email from hireselect@criteriacorp.com that will include instructions on how to proceed with the assessment. If you do not see this email in your inbox, please check your junk or spam mail.

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.

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eBay Inc. 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 are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com . We will make every effort to respond to your request for disability assistance as soon as possible.

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