Customer Service Team Leader

The Customer Service Team Leader is responsible for supporting 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 will also partner with other members of the Retail Administration team, People Resources, and Workforce Development to ensure that all activities performed are in a manner consistent with the mission, vision, and values of Goodwill of the Finger Lakes.

Essential Duties and 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 the daily cash drawer balances and deposits of store receipts.
• Assists with monitoring the operation of the cash registers to ensure proper accountability of all transactions.
• Balances cash and deposits store receipts as required.
• Assists with the transmission of all required reports.
• Assists with the 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 the duties of various team member roles as staffing needs arise.
• Asks every customer for a round‑up donation, maintaining a minimum of a 25 % round‑up average.
• Maintains proper security of all company assets.
• Assists the Store Leader with store employee meetings as necessary for employees in the assigned operation.
• Assists in ensuring that store equipment is maintained in proper working order.
• Promptly notifies the Maintenance Supervisor of defects, or the IT Manager of problems relating to computer systems and e‑mail.
• Contributes to the effectiveness of the store 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 the assigned operation in accordance with the organization’s policies and applicable laws.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. This position is required to work nights, weekends, and holidays.

Education and Experience

• Associate’s degree preferred.
• Minimum of one year retail experience with at least six months supervisory experience.
• Or equivalent combination of education and experience.

Computer Skills

• Proficient in Microsoft Word, Excel, and Outlook.

Language Skills

• 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.

Mathematical Skills

• Able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and sales volume.
• Able to apply basic financial and budgeting concepts.

Work Environment

While performing the duties of this job the employee usually works in a comfortable store environment. At times the employee may be exposed to the outside environment when receiving donations and to a factory‑like donation processing area.

Scheduling Requirements

Must have open and flexible availability, and be willing to work evenings and weekends.

Physical Demands

The employee must frequently lift and/or move up to 10 lb and occasionally lift and/or move up to 50 lb. Must be able to travel for work‑related programs and meetings, move stock, climb or balance on step‑ladders, and stoop, kneel, crouch or crawl while setting up displays. May need to tag merchandise using at least one hand. Additional demands include regular standing, walking, bending, reaching overhead, and occasional pushing/pulling of loads.