Key Holder

Goodwill NYNJ•Guilderland, NY

18d•$19 - $19•Onsite

About The Position

The Key Holder supports Store Management in the store’s daily operation and overall customer experience. The role models Goodwill NYNJ CARE service standards, helps elevate sales performance, and trains and coaches associates to meet expectations. In the absence of the Store Manager and Assistant Store Manager, the Key Holder can execute operational functions to Brand standards and drive positive customer experiences. The Key Holder leads a customer-first team, coaches associates, manages customer flow, resolves customer concerns, supports sales and Goodwill Rewards engagement, and helps maintain the store’s merchandise flow and visual presentation. The position also supports recruiting, training, employee development, time and attendance integrity, and enforcement of company policies and procedures. The role is located in Guilderland, New York. The schedule is flexible based on business needs and includes evenings, weekends, and holidays.

Requirements

At least 1 year of retail store supervisory experience.
High school diploma, 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 in line with brand strategies.
Manage customer flow so customers are engaged and have the best possible experience.
Lead by example in delivering excellent customer service.
Promote partnership on the selling floor between sales specialists and store associates.
Coach employees in the moment and provide feedback to the Store Manager to support training and development.
Resolve customer complaints and issues quickly, efficiently, and respectfully, partnering with the Store Manager when necessary.
Execute all store operations in the absence of the Store Manager.
Communicate business needs and ideas to help elevate store performance.
Help drive Goodwill brand loyalty by coaching the sales team to share information about the Goodwill Rewards program and Mission.
Follow and enforce company policies, procedures, and operational guidelines.
Communicate product needs to the stock team to support quick and efficient product flow to the sales floor.
Keep the selling floor neat, clean, organized, and consistent with 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 filling positions with qualified candidates in a timely manner.
Provide the Store Manager with ongoing feedback about employee proficiency and support employee 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.