Customer Service Team Leader
About The Position
The Customer Service Team Leader supports the Store Manager by serving as Manager on Duty and ensuring safety, sales, production, programs, services, and other standards are maintained. The role works with Retail Administration, People Resources, and Workforce Development to ensure activities align with the mission, vision, and values of Goodwill of the Finger Lakes. The position indirectly supervises store team members, volunteers, and community service personnel in the assigned operation, in accordance with organizational policies and applicable laws. It requires open and flexible availability, including nights, evenings, weekends, and holidays. The employee usually works in a comfortable store environment, may work outdoors while receiving donations, and will also enter the factory-like donation processing area.
Requirements
- At least one year of retail experience, including at least six months of supervisory experience, or an equivalent combination of education and experience.
- Proficiency in Microsoft Word, Excel, and Outlook.
- Ability to read and understand documents such as time cards and policy manuals.
- Ability to write routine reports.
- Ability to speak effectively and communicate clearly with employees and customers.
- Ability to calculate discounts, interest, commissions, proportions, percentages, and sales volume, and apply basic financial and budgeting concepts.
- Ability to travel for work-related programs and meetings.
- Ability to move stock, climb or balance on step-ladders, and stoop, kneel, crouch, or crawl while setting up displays.
- Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.
- Ability to bend and turn to evaluate donations moving from a bin to a processing table as needed.
- Ability to use at least one hand to tag merchandise on occasion.
- Must work nights, weekends, and holidays, and have open and flexible availability.
Nice To Haves
- Associate degree preferred.
Responsibilities
- Serve as Leader on Duty according to the schedule.
- Ensure safe work practices are followed and that the facility is neat, clean, and organized to prevent injury or accidents.
- Ensure employees, volunteers, community service personnel, and others use safe work methods.
- Assist with supervising daily cash drawer balances and deposits of store receipts.
- Monitor cash register operations to ensure proper accountability for transactions.
- Balance cash and deposit store receipts as required.
- Assist with transmitting required reports.
- Assist with supervising employees.
- Review customer concerns and resolve them appropriately.
- Maintain the interior and exterior of the store in a neat, clean, and organized manner, including vacuuming, dusting, cleaning bathrooms, and mopping floors.
- Perform duties of various team member roles as staffing needs arise.
- Ask every customer for a Round-up donation and maintain a minimum 25% round-up average.
- Maintain proper security of company assets.
- Assist the Store Leader with employee meetings as necessary for employees in the assigned operation.
- Help ensure store equipment is maintained in proper working order; promptly notify the Maintenance Supervisor of defects and the IT Manager of computer system or email problems.
- Perform other assigned tasks that contribute to store effectiveness, including donation door coverage, cashiering, and production of donated merchandise.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
