Customer Service Team Leader

Goodwill of the Finger Lakes•Canandaigua, NY

6h•$0 - $21•Onsite

About The Position

The Customer Service Team Leader supports the Store Manager and serves as Manager on Duty according to the schedule, ensuring safety, sales, production, programs, services, and other standards are maintained. The role partners with Retail Administration, People Resources, and Workforce Development to ensure store activities align with Goodwill of the Finger Lakes’ mission, vision, and values. The position indirectly supervises store team members, volunteers, and community service personnel in the assigned operation. It requires open and flexible availability, including nights, evenings, weekends, and holidays. The employee generally works in a comfortable store environment, but may work outside while receiving donations and in the factory-like donation-processing area. The role requires travel for work-related programs and meetings, as well as physical activity that may include moving stock, climbing or balancing on step-ladders, bending, stooping, kneeling, crouching, crawling, and lifting or moving items. The employee frequently lifts or moves up to 10 pounds and occasionally up to 50 pounds. Other physical-demand ratings are listed in the job posting.

Requirements

Minimum of one year of retail experience, including at least six months of supervisory 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 communicate clearly and speak effectively with employees and customers.
Ability to calculate discounts, interest, commissions, proportions, percentages, and sales volume, and apply basic financial and budgeting concepts.
Must work nights, weekends, and holidays and have open, flexible availability, including evenings and weekends.
Ability to travel for work-related programs and meetings.
Ability to perform the stated physical demands, with or without reasonable accommodations.

Nice To Haves

Associate degree preferred.
Equivalent combination of education and experience may be considered.

Responsibilities

Serve as Leader on Duty according to the schedule and ensure safe work practices are followed.
Keep the facility neat, clean, and organized to help prevent injuries 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 of 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 condition, including vacuuming, dusting, cleaning bathrooms, and mopping floors.
Perform 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 needed for employees in the assigned operation.
Help ensure store equipment is maintained in proper working order and promptly notify the Maintenance Supervisor of defects or the IT Manager of computer-system and email problems.
Perform other assigned tasks that contribute to store effectiveness, including donation-door coverage, cashiering, and production of donated merchandise.