Customer Service Team Leader
About The Position
The Customer Service Team Leader supports the Store Manager and serves as Manager on Duty, helping ensure safety, sales, production, programs, services, and other store standards are maintained. The role partners with Retail Administration, People Resources, and Workforce Development to carry out activities consistently 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, following organizational policies and applicable laws. It requires open and flexible availability, including evenings, nights, weekends, and holidays. The work is usually performed in a comfortable store environment, with occasional exposure to outdoor donation receiving and the factory-like donation processing area. The role requires travel for work-related programs and meetings and may involve moving stock, using step-ladders, setting up displays, handling donations, and tagging merchandise. The employee frequently lifts or moves up to 10 pounds and occasionally lifts or moves up to 50 pounds. An associate degree is preferred; candidates should have at least one year of retail experience, including six months of supervisory experience, or an equivalent combination of education and experience.
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.
- Open and flexible availability, including willingness to work evenings, nights, weekends, and holidays.
- Ability to travel for work-related programs and meetings.
- Ability to move stock and use step-ladders; stoop, kneel, crouch, or crawl while setting up displays; frequently lift or move up to 10 pounds and occasionally lift or move up to 50 pounds; bend and turn to evaluate donations; and use at least one hand to tag merchandise.
Nice To Haves
- Associate degree preferred.
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 and 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 store interior and exterior in a neat, clean, and organized condition, 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 needed for employees in the assigned operation.
- Help ensure store equipment is 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 to support 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
