Key Holder

Goodwill NYNJ•Rockaway, NJ

23d

About The Position

The Key Holder supports the Store Manager in the daily operation of the store and the overall customer experience. The role demonstrates leadership by modeling Goodwill NYNJ CARE service standards to elevate sales performance, and helps train and coach associates to meet expectations. The Key Holder can execute operational functions to brand standards and drive positive customer experiences when the Store Manager is absent. The Key Holder helps lead a high-performing, customer-first team; coaches associates; manages customer flow; resolves customer concerns; and supports sales, brand loyalty, and employee development. The role also helps maintain store operations, product flow, cleanliness, organization, and visual presentation, while enforcing company policies and procedures. The position requires at least one year of retail store supervisory experience and a high school diploma or equivalent, or a combination of education and relevant experience. The schedule must be flexible to meet business needs, including evenings, weekends, and holidays.

Requirements

At least one 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 provide customers and donors with the full CARE experience.
Manage customer flow, engage customers, and model excellent customer service.
Promote collaboration between sales specialists and store associates on the selling floor.
Develop and retain employees through in-the-moment coaching and feedback to the Store Manager.
Resolve customer complaints and issues promptly, efficiently, and respectfully, partnering with the Store Manager when needed.
Execute store operations in the absence of the Store Manager.
Communicate business needs and ideas to help elevate store performance.
Support Goodwill brand loyalty by coaching the sales team to explain the Goodwill Rewards program and the organization’s mission.
Understand, follow, and enforce company policies, procedures, operational standards, and 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.
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 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.