Customer Service Team Leader

About the role

The Customer Service Team Leader supports the Store Manager by serving as the Manager on Duty (MOD), assuring safety, sales, production, programs and services, and other standards are maintained. This position partners with the Retail Administration team, People Resources, and Workforce Development to ensure all activities align with the mission, vision, and values of Goodwill of the Finger Lakes.

Responsibilities

• Serves as Leader on Duty as dictated by schedule
• Ensures safe work practices are followed at all times
• Ensures the facility is neat, clean, and organized to prevent injury or accident
• Ensures employees, volunteers, community service personnel, and others use safe work methods at all times
• Assists with supervising daily cash drawer balances and deposits of store receipts
• Assists with monitoring cash register operations to ensure proper accountability of all transactions
• Balances cash and deposits store receipts as required
• Assists with transmission of all required reports
• Assists with supervision of all employees
• Reviews customer concerns and resolves appropriately
• Maintains interior and exterior of store in a neat, clean, organized manner (including but not limited to vacuuming, dusting, cleaning bathrooms, mopping floor)
• Performs duties of various team member roles as staffing needs arise
• Asks every customer for a Round-up donation, maintains a minimum of 25% round up average
• Maintains proper security of all company assets
• Assists the Store Leader with store employee meetings as necessary
• Assists in ensuring store equipment is maintained in proper working order
• Promptly notifies Maintenance Supervisor of defects, or IT Manager of computer system and email problems
• Contributes to store effectiveness by performing all other tasks as assigned, including coverage of the donation door, cashiering, and production of donated merchandise

Supervisory responsibilities

Indirectly supervises store team members, volunteers, and community service personnel in assigned operation in accordance with the organization's policies and applicable laws.

Qualifications

• Associate's degree preferred
• Minimum of one year retail experience with at least six months supervisory experience, or equivalent combination of education and experience
• Must be proficient in Microsoft Word, Excel, and Outlook
• Ability to read and understand documents such as time cards and policy manuals
• Ability to write routine reports
• Ability to speak effectively and communicate clearly to other employees and customers
• Able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and sales volume
• Able to apply basic financial and budgeting concepts
• Must have open and flexible availability and be willing to work evenings and weekends
• This position is required to work nights, weekends, and holidays

Work environment

While performing the duties of this job, the employee is usually working in a comfortable store environment. At times, the employee may be exposed to the outside environment when receiving donations, and will also be exposed to the donation processing area, which is a factory-like environment.

Physical demands

The employee must be able to travel for work-related programs and meetings. The employee is required to move stock, climb or balance on step-ladders; stoop, kneel, crouch or crawl while setting up displays. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. The employee may bend and turn to evaluate donations moving from a bin to a processing table, as needed, and may on occasion need to tag merchandise, which requires use of at least one hand.