SENIOR CUSTOMER SERVICE ASSOCIATE FULL TIME

Senior Customer Service Associate

The Senior Customer Service Associate is responsible for positively impacting the customer experience by effectively training and mentoring other Customer Service Associates and Customer Service Associate Trainees, and providing feedback to the store management team regarding their performance. The Senior Customer Service Associate also works as a member of the store sales team to lead a positive customer and brand experience, and promote sales. The Senior Customer Service Associate is a keyholder and must be proficient in opening and closing procedures in addition to running registers and maintaining sales floor standards. The Senior Customer Service Associate delivers customer service with respect, dignity, and builds loyalty to the Goodwill brand. The position is a member of the Retail Team.

Responsibilities include :

• Following all Goodwill policies and safety procedures.
• Role modeling, training, and mentoring other Customer Service Associates and Customer Service Associate Trainees on successfully engaging customers and learning technical skills needed to meet revenue and company goals.
• Communicating clear priorities and productivity goals to Customer Service Associates and Customer Service Associate Trainees and maintaining accountability for both team and individual goals.
• Providing store management team with productivity updates and proactively identifying performance issues.
• Successfully processing register transactions, handling money, counting down a drawer, and asking every customer for a Round-Up donation. Must achieve 40% Round-Up transaction average every month.
• Serving as a keyholder for the store, and must be proficient in completing opening and closing procedures documented in the opening and closing checklist. Also ensures that registers are properly opened and closed, doors are opened and locked, and alarms are set correctly.
• Engaging customers successfully using the following steps : greet every customer 5 feet from you, focus on your customer, maintain a clean, neat, and organized store, walk, talk, and show, thank your customer for supporting our free job training and education initiatives, listen and respond appropriately to all customer concerns, engage customers at the register, effectively manage your register line, use good phone etiquette and answer within 3 rings, provide short, clear, timely announcements, perform work as Barcoder, Processor, and Donation-Utility Associate when needed, stock and maintain sales floor with newly processed merchandise, maintain a clean, organized sales floor by recovering standards through sizing of merchandise and organization of wares and furniture, maintain interior and exterior of store in a neat, clean, and orderly manner (includes vacuuming, dusting, cleaning bathrooms, mopping floors, washing windows, etc.), and maintain a clean and neat personal appearance at all times. Must wear company issued uniform.
• Regular attendance is required. All other essential duties as assigned.

Benefits Overview : Benefit eligibility is tied to whether you are a full-time employee or part-time employee. Full-time employees, after satisfying the new hire waiting period, are eligible for Medical, Prescription, Dental, Vision, Life, Accidental Death & Dismemberment, Short-Term Disability, Long-Term Disability, PTO / Holidays, Discounts, Credit Union, Voluntary Benefits, and Mylo. Part-time employees scheduled to work between 30 and 37.5 hours per week, after satisfying the new hire waiting period, are eligible for Medical, Prescription, PTO, Discounts, Credit Union, Voluntary Benefits, and Mylo. Part-time employees scheduled to work less than 30 hours per week, after satisfying the new hire waiting period, are eligible for PTO, Discounts, Credit Union, Voluntary Benefits, and Mylo.

Qualifications :