Key Holder

Goodwill NYNJ•Guilderland, NY

17d

About The Position

The Key Holder supports Store Management in the store’s daily operations and customer experience. The role demonstrates leadership by modelling Goodwill NYNJ CARE service standards, supporting sales performance, and training and coaching associates. The Key Holder can carry out operational functions to Brand standards and drive positive customer experiences when the Store Manager and Assistant Store Manager are absent. The role leads and develops a customer-first team, manages customer flow, resolves customer issues, and supports brand loyalty through education about the Goodwill Rewards program and Mission. It also supports store operations, product flow, visual presentation, policy compliance, recruiting, training, and employee development.

Requirements

At least 1 year of retail store supervisory experience.
High school diploma or equivalent, or a combination of education and relevant experience.
Proven ability to drive and exceed individual and store results.
Ability to build lasting relationships with customers and colleagues.
Ability to adapt to and engage with different customers.
Strong verbal and written interpersonal and communication skills with customers, the sales leadership team, and colleagues.
Demonstrated collaboration skills and ability to work well within a team.
Ability to receive feedback and take action when appropriate.
Accuracy and attention to detail.
Ability to work a flexible schedule based on business needs, including evenings, weekends, and holidays.
Ability to handle multiple tasks in a fast-paced, deadline-oriented environment.

Responsibilities

Lead a high-performing, customer-first team and coach associates to deliver the CARE experience to customers and donors.
Manage customer flow and ensure customers are engaged and receive excellent service.
Lead by example and drive collaboration between sales specialists and store associates on the selling floor.
Coach employees in the moment, provide feedback to the Store Manager, and support employee training and development.
Resolve customer complaints and issues promptly, efficiently, and respectfully, partnering with the Store Manager when necessary.
Execute store operations in the absence of the Store Manager.
Communicate business needs and ideas to help elevate store performance.
Support the Store Manager in building Goodwill brand loyalty by coaching the sales team to share information about the Goodwill Rewards program and Mission.
Follow and enforce company policies, procedures, operational standards, and guidelines.
Communicate product needs to the stock team to support efficient product flow to the sales floor.
Maintain a neat, clean, organized selling floor and ensure it reflects the correct visual image.
Ensure windows, displays, fixtures, and other visual areas reflect current visual direction.
Support the Store Manager in holding the team accountable to company policies and procedures.
Report employee relations issues promptly and effectively, partnering with the Store Manager and HR when necessary.
Assist the Store Manager with recruiting, training, and developing the team, and help fill positions promptly with qualified candidates.
Provide the Store Manager with ongoing feedback about employee proficiency and support training and development.
Help ensure the integrity of staff time and attendance.
Ensure dress codes and uniforms are professional, reflect the Brand image, and are followed.
Perform additional duties as required.