Job Abstract

The Senior Donation-Utility Associate is responsible for positively impacting the customer experience by effectively training and mentoring other Donation-Utility Associates and Donation-Utility Associate Trainees, and providing feedback to the store management team regarding their performance. The Senior Donation-Utility Associate also receives all donations in an expedient manner and places items in the appropriate place in the production room or sales floor. The Senior Donation-Utility Associate operates company-owned equipment and delivers customer service with respect, dignity, and builds loyalty to the Goodwill brand. The position is a member of the Retail Team.

Specific Duties:

1. Follow all Goodwill policies and safety procedures. Must possess professional etiquette.
2. Role model, train, and mentor other Donation-Utility Associates and Donation-Utility Associate Trainees on successfully engaging customers and learning technical skills needed to meet revenue and company goals.
3. Communicate clear priorities and productivity goals to Donation-Utility Associates and Donation-Utility Associate Trainees and maintain accountability for both team and individual goals.
4. Provide store management team with productivity updates and proactively identify performance issues.
5. Accepts all donations from customers and provides a positive customer experience using the following steps:
6. Must be at donors vehicle within 30 seconds of arrival.
7. Smile and make eye contact with every donor.
8. Wear Personal Protective Equipment and follow dress code at all times.
9. Keep the donations area clean and organized.
10. Greet every donor and acknowledge those waiting.
11. Always go above-and-beyond for our donors.
12. Offer every donor a receipt at the beginning of each donation.
13. Assist with every donation.
14. Treat every donation with respect.
15. Thank every donor for supporting our free job training and education initiatives.
16. Performs duties as a Barcoder, Processor, and Customer Service Associate when needed.
17. Ability to serve as a keyholder for the store as proficiency is obtained in opening and closing procedures documented in the opening and closing checklist, as well as ensuring that registers are properly opened and closed, doors are opened and locked, and alarms are set correctly.
18. Responsible for correctly labeling outgoing gaylords.
19. Maintains the placement of all merchandise and maintains the organization of the production room. Sorts donations into correct categories as directed.
20. Assists customers with loading furniture or other items. Presents and obtains customer signature on waiver for furniture purchases.
21. Assists with sale tickets and sold signs for furniture, electrical, and other large items.
22. Assists in loading or unloading of merchandise onto/off trucks or trailers as needed.
23. Operates pallet jack, sit-down and/or standing forklift safely.
24. Conducts daily safety inspection on all company owned equipment including sit-down and standing forklifts.
25. Reports all non-employee and employee injuries in a timely by notifying store manager.
26. Responsible for following and ensuring all safety rules are complied with and appropriate safety equipment is used. Ensures work areas are maintained in a clean, uncluttered, hazard free condition. Immediately takes action and/or reports any unsafe or potential hazards.
27. Must maintain a clean and neat personal appearance at all times. Must wear company issued uniform.
28. Regular attendance is required.
29. 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 donations, barcoding, production and customer service duties required.
3. Customer Service Ability to meet customer needs, understand their concerns, and resolve issues in a friendly and efficient manner.
4. Reliability The trait of being dependable and trustworthy.
5. Safety Awareness Ability to identify and correct conditions that affect employee safety.
6. Honesty/Integrity Ability to be truthful and be seen as credible in the workplace.
7. Accountability Ability to accept responsibility and account for his/her actions.
8. Working Under Pressure Ability to complete assigned tasks under stressful situations.
9. Ability to pass a training certification class if needed for double stacker. Demonstrate knowledge and ability to operate pump jack and/or double stacker.
10. Enthusiastic Ability to bring energy to the performance of a task.
11. Accuracy Ability to perform work accurately and thoroughly.
12. Ability to communicate and understand instructions, both verbal and written, in English.
13. Must be able to work a flexible schedule on short notice, including night, weekends and occasionally long hours.
14. Physical Demands and Work Environment
15. Ability to be flexible and assist other areas of the store when needed.
16. Vision corrected to within normal limits. Sense of sound (ability to hear donation bell). Sense of touch.
17. Ability to function in a hectic work environment with occasional periods of high stress.