Key Holder

Location: Wappinger Falls, NY

About the role

The Key Holder supports Store Management in daily store operations and overall customer experience, demonstrating leadership by modelling Goodwill NYNJ CARE service standards to elevate sales performance. The role includes training and coaching associates, executing operational functions to brand standards, and driving positive customer experiences in the absence of the Store Manager and Assistant Store Manager.

Responsibilities

• Lead a high‑performing, customer‑first oriented team.
• Coach and provide feedback to ensure all customers and donors receive the full CARE experience.
• Manage customer flow to ensure the best possible experience and engage every customer.
• Lead by example, setting the standard for excellent service.
• Drive partnership on the selling floor between sales specialists and store associates.
• Develop and retain talented employees through in‑the‑moment coaching and feedback to the Store Manager.
• Resolve customer complaints quickly, efficiently, and respectfully for a positive experience.
• Partner with the Store Manager as needed; in the Store Manager’s absence, execute all store operations.
• Possess a strong understanding of the business and communicate needs and ideas to elevate the business.
• Assist the Store Manager in driving Goodwill brand loyalty by coaching the sales team to share knowledge of the Goodwill Rewards program and Mission, and educating customers on participation benefits.
• Maintain thorough knowledge of company policies and procedures, consistently following and enforcing guidelines.
• Communicate product needs to the stock team to ensure quick, efficient flow of product to the floor.
• Ensure the selling floor is neat, clean, organized, and reflects the correct visual image at all times.
• Ensure presentation of windows, displays, fixtures, and all visual areas reflects current visual direction.
• Enforce and support the Store Manager in holding the team accountable to company policies and procedures.
• Report all employee relation issues in a timely and effective manner, partnering with the Store Manager and HR when necessary.
• Assist the Store Manager to recruit, train, and develop team ensuring all positions are filled in a timely manner with qualified candidates.
• Continually provide feedback to the Store Manager on employee level of proficiency in their role and support with training and development.
• Assist in ensuring the integrity of staff’s time and attendance.
• Ensure Dress Codes and Uniforms are always professional, reflective of Brand image and always adhered to.
• Enforce all company policies and procedures, standards of operations and support the leadership team.
• Perform additional duties as required.

Requirements

• Minimum 1+ year experience in retail store supervisory.
• High School Diploma, equivalent, or combination of education and relevant experience.

Skills

• Proven ability