RETROSPECT SENIOR CUSTOMER SERVICE ASSOCIATE

Goodwill Industries of Southern New Jersey and Phi•Philadelphia, PA

11d•$18 - $18•Onsite

About The Position

The Retrospect Senior Customer Service Associate role is responsible for executing the retail operations plan to achieve targeted growth in profit, revenue, and production for Retrospect Vintage. This position involves opening and closing the store, processing sales transactions, managing customer returns, and engaging customers effectively. The associate will also be responsible for visual merchandising, submitting payroll, mentoring and training other Customer Service Associates, and overseeing online sales activities. Additionally, the role includes maintaining store safety, coordinating with other Goodwill divisions, and ensuring the store's interior and exterior are kept neat and orderly. A strong understanding of vintage clothing, furniture, and housewares, along with knowledge of current trends, is essential. The associate must also be familiar with online sales platforms like Etsy, Depop, and Instagram.

Requirements

Professional etiquette.
Ability to create schedules.
Ability to submit monthly petty/gas forms.
Ability to analyze monthly Profit/Loss reports.
Vintage knowledge of clothing, furniture, and housewares, across all eras.
Knowledge of current trends and up-to-date knowledge of product and location in store.
Ability to utilize web resources to research unfamiliar labels/maker’s marks.
Familiarity with customer orders from Etsy, Depop, and Instagram.
Ability to maintain interior and exterior of store in a neat, clean, and orderly manner.
Ability to maintain a clean and neat personal appearance at all times.
Must wear company issued uniform.
Ability to perform each essential duty satisfactorily.
Drive Results – Devising ways to effectively execute plans by establishing milestones and checkpoints for driving projects and business initiatives to completion, that lead to a standard of excellence and meeting all revenue and operating income goals to fulfill Goodwill’s mission.
Leadership – Ability to lead effectively in a demanding, fast paced, team environment.
Possess the ability to motivate others to achieve.
Collaborative team player able to partner with others to achieve business outcomes-concerns with the team success as well as individual performance.
Communicate Effectively – Communicating ideas and information effectively, whether verbal, written, or electronically, across differing organization functions.
Using Professional communication.
Strong listening skills.
Fostering collaboration at every level of the organization.
Exceed Customer Expectations – Identifying customer and/or internal partner requirements and expectations as standards to be surpassed; making decisions and taking actions that demonstrate a ‘will to win’ in the marketplace.
Demonstrate ability to be self-motivated and take initiative.
Visible Leadership skills – can motivate others to achieve.
Solution oriented, decisive by nature.
Strong work ethic with good attention to detail.
Influencing and negotiation skills.
Make 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.
Apply Business and Financial Reasoning – Commercially sound with a good understanding of profit and loss accounting and the influence of operating factors (e.g. volume vs. price).
Understanding how the financial performance of one’s business unit contributes to the success (or failure) of the overall organizational mission, ‘We Put People to Work’.
Safety Awareness – Ability to identify and correct conditions that affect employee safety.
Honesty/Integrity – Ability to be truthful and be seen as credible in the workplace.
Accountability – Ability to accept responsibility and account for his/her actions.
Working Under Pressure – Ability to complete assigned tasks under stressful situations.
Enthusiastic – Ability to bring energy to the performance of a task.
Accuracy – Ability to perform work accurately and thoroughly.
Ability to communicate and understand instructions, both verbal and written, in English.
Must be able to work a flexible schedule on short notice, including night, weekends and occasionally long hours.

Nice To Haves

Vintage knowledge of clothing, furniture, and housewares, across all eras.
Knowledge of current trends and up-to-date knowledge of product and location in store.
Familiar with customer orders from Etsy, Depop, and Instagram.

Responsibilities

Follow all Goodwill policies and safety procedures.
Execute retail operations plan to achieve targeted growth in profit, revenue, and production.
Open and close the store.
Reconcile and balance all daily paperwork.
Process sales transactions and customer returns.
Engage customers successfully using specific steps (e.g., greet, focus, walk, talk, show, thank).
Listen and respond appropriately to all customer concerns.
Engage customers at the register and effectively manage the register line.
Use good phone etiquette and answer within 3 rings.
Provide short, clear, timely announcements.
Ensure store compliance with Loss Prevention and Safety policies and procedures.
Assist store leadership with performance management of store personnel.
Maintain day-to-day operations of the store, managing employee and customer needs.
Demonstrate vintage knowledge of clothing, furniture, and housewares across all eras.
Maintain knowledge of current trends and product location in store.
Be available to receive weekly deliveries.
Create innovative visuals including outfits, furniture scenes, and window displays.
Submit payroll each Sunday by 11:00 AM.
Provide regular mentoring, training, and coaching to develop skills of Customer Service Associates.
Utilize web resources to research unfamiliar labels/maker’s marks for proper pricing.
Perform daily oversight of Instagram activity.
Be familiar with customer orders from Etsy, Depop, and Instagram.
Serve as Field Safety Officer, complete monthly safety meetings, and address safety issues.
Anticipate shop needs (product, supplies, etc.).
Place supply orders and work orders for repairs.
Form relationships with regular customers.
De-escalate customer situations and find appropriate solutions, involving upper management as needed.
Coordinate efforts with various Goodwill divisions.
Maintain interior and exterior of store in a neat, clean, and orderly manner.
Maintain a clean and neat personal appearance at all times.
Wear company-issued uniform.
Perform other essential duties as assigned.