Team Leader - Customer Experience FT (Kerrville) (32952)

Goodwill San Antonio•Kerrville, TX

2d•Onsite

About The Position

Goodwill San Antonio is an entrepreneurial non-profit dedicated to fighting poverty and creating opportunity by providing employees with avenues for innovation, growth, and skill development, while generating revenue for both employee and community programs. The organization emphasizes diversity, inclusion, and personal/professional growth, particularly for individuals who may have faced employment barriers. Goodwill contributes to environmental sustainability by recirculating used goods, preventing them from ending up in landfills and fueling a robust economy. Additionally, their Good Careers Academy and Good Careers Centers facilitate education and meaningful job placement. The Customer Experience Leader (CEL) is tasked with ensuring an exceptional customer experience within the store through direct customer engagement, maintaining a pristine and organized sales floor, dressing rooms, and restrooms, and effective merchandising. The CEL assists customers, performs lead cashier duties such as training and monitoring cashier performance, and processes refunds and voids when a manager is unavailable. The primary focus of the CEL is to enhance the customer experience on the sales floor, with cash register operation reserved for rare, critical situations as a backup.

Requirements

Minimum 6 months to 1-year minimum experience working successfully in retail customer service oriented environment.
Excellent verbal communication skills with customers and co-workers, with ability to effectively work as a team to achieve mission goals.
Ability to bend, lift, grasp and move continuously through the day.
Must be able to meet the physical requirements of the position.
For positions that require driving, must maintain a valid driver’s license and automobile insurance coverage, and be able to travel as needed if you drive your vehicle during company business.

Responsibilities

Greet customers in a friendly and courteous manner.
Make a connection with customers, asking questions and listening to shoppers’ needs, giving them guidance on meeting their shopping needs in the store.
Inspire customers to buy and create lasting positive impression of you, Goodwill and their purchase.
Provide excellent customer service by greeting, assisting, and responding to questions and/or concerns in a positive, professional, and friendly manner.
Continuously improve selling techniques.
Provide continuous customer service and cashier training to all cashiers.
Monitor performance and coach cashiers and sales floor staff on a continuous basis to provide the highest levels of customer service and experience.
Ensure cashiers are following cashier training guidelines.
Perform refund and void approvals for cashiers as needed in the absence of manager.
Hang, arrange and maintain orderly and full textiles/clothing racks on the sales floor.
Maintain selling floor presentations and restock on a proactive basis.
Adhere to Loss Prevention and inventory control and compliance procedures.
On rare occasion, for critical situations as back-up only, operate cash register.
Receive payments from customers for purchases, record sales and other transactions.
Handle cash, debit, credit and gift card transactions and issue receipts to customers efficiently and accurately.
Maintain regular, dependable attendance and punctuality.
Assist in safeguarding Goodwill team members and property from harm, damage or theft.
Comply with the Ethics Policy by immediately reporting any observed or suspected theft, fraud, violence, or any unethical or inappropriate behavior to a supervisor, human resources, or the Ethics Hotline.
Keep aisles free from debris; remove obstructions from production and sales floors.
Ensure work areas and facilities remain clean and organized.
Inform Team Leader or Manager of possible safety hazards.
Keep work area clean by sweeping, emptying trashcans and disposing of trash in appropriate containers.