Retail Associate (Permanent, Full-Time)

Union Gospel Mission (Vancouver)•Vancouver, BC

1d•Onsite

About The Position

The Retail Associate acts in both retail and ministry support capacities to create a fantastic environment for customers of all income levels and backgrounds. This individual facilitates excellent customer service by creating a welcoming environment through the lens of trauma informed care, using non-violent crisis intervention and de-escalation techniques with challenging customers, and through retail best practices. Outreach responsibilities would extend to customers that may be looking for support in areas of their lives such as poverty, housing and addiction using all the resources UGM has to offer our community in need. This is a permanent, full-time (37.5 hours per week) position.

Requirements

Agreement with UGM’s Mission Statement (see www.ugm.ca) and Statement of Faith.
Personal knowledge and experience of the saving work of Jesus Christ.
Completion of high school required.
Related work experience is required.
Good English skills (verbal, reading and writing).
Basic computer skills (Excel, Word and Outlook).
Complete UGM Non-Violent Crisis Intervention Course.
Must be able to lift 50 lbs.
Excellent customer service skills.
High degree of comfort in a fast-paced environment.
The candidate is subject to a criminal record check.

Nice To Haves

A diploma or associate degree in social work or social science would be an asset.
A mix of experience in retail and outreach or social work or urban ministry is an asset.
Consideration may be given to alternate combinations of lived experience and education.
Background in second-hand clothing an asset.

Responsibilities

Model Christ in word and deed.
Create an atmosphere of calmness and compassion in the store by acknowledging each customer who comes through the door, greeting them, and inviting them to feel welcome.
Build strong relationships with long-term customers. The goal is to increase customer retention and provide vulnerable people with a place they can shop safely and feel welcome.
From a perspective of Trauma Informed Care relate to and help meet the needs of the guests entering the Thrift Store.
Provide short-term emotional support for customers who are in need and refer to other agencies and UGM’s continuum of care.
Collaborate with other UGM team members in Hastings Chaplaincy & Outreach, A&D Recovery Services, Women and Families Centre, and Housing to provide assistance for high-needs customers when they can and are willing to be helped by UGM’s continuum of care.
Maintain accurate information on community resources available to our guests beyond the Thrift Store.
Among the Thrift Store team, act as the go-to for crisis management.
Coordinate with UGM Cornerstone/Outreach regarding consistently challenging customers or customers on “breaks.” Maintain and update “break” lists for customers who are on “breaks.”
Appropriately engage with customers who are acting inappropriately or suspected of theft. Treat these customers with dignity and firmness, while using best practices to safely de-escalate and prevent violence or further incidents.
Maintain composure and compassion in the midst of challenging customer interactions.
Maintain a high level of personal and staff safety. Always carefully follow procedures related to customers suspected of theft.
Peacefully manage customer conflicts via Non-Violent Crisis Intervention.
Maintain an accurate record of statistics as well as important information on guests/clients for future reference through ETO.
Assist customers and answer inquiries.
Assist in display of merchandise, including sorting and rotating merchandise.
Operate cash register, balance cash, and prepare documentation for credit card sales.
Assist with in-store promotions and replenishing shelf stock.
Alert Supervisor to all emergency problems with difficult patrons, etc.
Assist with some janitorial duties when required, such as cleaning change rooms, staff lunch room, sweeping floors, dusting display booths etc.
Adhere to all UGM published policies, practices and procedures, including Occupational Health and Safety.