Job Abstract

The Senior Customer Service Associate is responsible for positively impacting the customer experience by effectively training and mentoring other Customer Service Associates and Customer Service Associate Trainees, and providing feedback to the store management team regarding their performance. The Senior Customer Service Associate also works as a member of the store sales team to lead a positive customer and brand experience, and promote sales. The Senior Customer Service Associate is a keyholder and must be proficient in opening and closing procedures in addition to running registers and maintaining sales floor standards. The Senior Customer Service Associate delivers customer service with respect, dignity, and builds loyalty to the Goodwill brand. The position is a member of the Retail Team.

• Follow all Goodwill policies and safety procedures. Must possess professional etiquette.
• Role model, train, and mentor other Customer Service Associates and Customer Service Associate Trainees on successfully engaging customers and learning technical skills needed to meet revenue and company goals.
• Communicate clear priorities and productivity goals to Customer Service Associates and Customer Service Associate Trainees and maintain accountability for both team and individual goals.
• Provide store management team with productivity updates and proactively identify performance issues.
• Successfully process register transactions, handle money, count down a drawer, and ask every customer for a Round-Up donation. Must achieve 40% Round-Up transaction average every month.
• Serves as a keyholder for the store, and must be proficient in completing opening and closing procedures documented in the opening and closing checklist. Also ensures that registers are properly opened and closed, doors are opened and locked, and alarms are set correctly.
• Engages customers successfully using the following steps:
• Greet every customer 5 feet from you.
• Focus on your customer.
• Maintain a clean, neat, and organized store.
• Walk, Talk, and Show.
• Thank your customer for supporting our free job training and education initiatives.
• Listen and respond appropriately to all customer concerns.
• Engage customers at the register.
• Effectively manage your register line.
• Use good phone etiquette and answer within 3 rings.
• Provide short, clear, timely announcements.
• Performs work as Barcoder, Processor, and Donation-Utility Associate when needed.
• Must stock and maintain sales floor with newly processed merchandise.
• Maintain a clean, organized sales floor by recovering standards through sizing of merchandise and organization of wares and furniture.
• Maintains sales floor by recovering sales floor and dressing rooms.
• Establish or identify prices of goods via the type of merchandise, identifying markings, or asking for help from an on-site manager or supervisor.
• Ability to utilize systems, including phones and paging systems and make regularly scheduled announcements.
• Maintain a clean, organized sales floor by recovering standards through colorization and/or sizing of merchandise and organization of wares and furniture.
• Maintains interior and exterior of store in a neat, clean, and orderly manner (includes vacuuming, dusting, cleaning bathrooms, mopping floors, washing windows, etc.).
• Must maintain a clean and neat personal appearance at all times. Must wear company issued uniform.
• Regular attendance is required.
• All other essential duties as assigned.

1. Must complete Goodwill Role Model Workers program and demonstrate the following skills: positive attitude, conflict resolution, self-presentation, team-building, budgeting, and time management.
2. Proficiency in customer service, barcoding, production, and donation-utility duties required.
3. Customer Service Ability to meet customer needs, understand their concerns, and resolve issues in a friendly and efficient manner.
4. Honesty/Integrity Ability to be truthful and be seen as credible in the workplace.
5. Sound and Timely decisions Using knowledge and experience to make sound decisions that will impact business goals and strategies; creates an environment where other Leaders and/or Team Members are empowered to make decisions.
6. Reliability The trait of being dependable and trustworthy.
7. Enthusiastic Ability to bring energy to the performance of a task.
8. Accuracy Ability to perform work accurately and thoroughly.
9. Ability to communicate and understand instructions, both verbal and written, in English.
10. Must be able to work a flexible schedule on short notice, including night, weekends and occasionally long hours.
11. Physical Demands and Work Environment
12. Ability to be flexible and assist other areas of the store when needed.
13. Vision corrected to within normal limits.
14. Ability to function in a hectic work environment with occasional periods of high stress.

EDUCATION/EXPERIENCE

High School or GED equivalent preferred but not required. Excellent math skills preferred.