Donor Acquisition Specialist- W. Alabama

About the Role

Exhibits excellent donor service by performing GRATIS procedures when accepting donations according to Goodwill Houston (GWH) guidelines at an Attended Donation Center (ADC) location. Sorts and processes donations while adhering to all policies and procedures to ensure efficient, cost-effective operations and stewardship of GWH, maximizing profitability to enhance our mission.

Responsibilities

• Greet each donor to accept donations with a cheerful and pleasant disposition.
• Perform GRATIS when accepting donations:
  • GREET – Greet the donor at their vehicle with a smile.
  • RECEIPT – Have a printed receipt in hand to give to the donor.
  • ASSIST – Assist the donor with unloading their donations and handling them with care.
  • THANK – Thank the donor for their donation.
  • INVITE – Invite the donor to return to donate again.
• Sort all donations into hardlines or softlines with urgency.
• Provide excellent customer service, show appreciation to donors, and invite them to return.
• Collect donations using donation carts and sort them into categories.
• Maintain accurate records of donations and issue completed donation receipts to all donors.
• Communicate clearly and directly with immediate manager, Transportation Department, and other key leadership personnel.
• Assist with keeping production supplies available.
• Assist with loading and unloading donations and equipment as needed.
• Assist with the security and safety of GWH team members and property.
• Perform necessary janitorial work.
• Report all work incidents and injuries immediately.
• Perform other duties as assigned by management.

Additional Duties

• Demonstrate professionalism and present a friendly, cooperative attitude.
• Ability to multi-task, make quick decisions, adapt to change, and work in a team-oriented, fast-paced environment.
• Adhere to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.
• Must be punctual, have dependable attendance, and maintain an appropriate appearance.
• Safely conduct work; maintain good housekeeping standards; keep aisles and pathways to fire exits clear and free from clutter; keep work areas neat and clean.
• May be asked to attend training sessions and participate in activities outside GWH.
• Adhere to local, state, and federal laws and regulations.

Requirements

• Previous customer service experience is preferred.
• Ability to communicate and interact well with a variety of personality types.
• Excellent customer service skills.
• Retail sales experience is preferred.
• High school diploma or equivalent preferred.
• Ability to work a flexible schedule.
• Must have reliable transportation.

Key Performance Indicators (KPI)

• Donor numbers vs. last year.
• Equipment management.
• Production management.
• Transportation dwell time.
• Work integrity: follows established procedures and processes donations timely with a sense of urgency.
• Quality of work: attitude, sense of urgency, productivity, individual safety performance, etc.
• Safety culture.
• Attendance: work schedule as assigned, notify leadership as needed, and no recurring issues.
• Image: keeps work area/location clean, safe, and organized with no donor creep.

Physical Requirements

• The ability to stand, twist, bend, squat, reach, kneel, push, and pull.
• Able to lift up to 40 lbs. and occasionally lift/move items up to 100 lbs. (e.g., large bags of donations, televisions, furniture, etc.).
• Must be able to stand for extended periods of time.
• An indoor work environment with occasional exposure to outside temperatures.
• The noise level in the normal work environment is usually moderate.