Outlets - Key Holder

About the Role

As a Key Holder, you will support the Store Manager in the daily operation of the store and overall customer experience. You will demonstrate leadership by modeling Goodwill NYNJ CARE service standards to elevate sales performance, train and coach associates, and ensure all operational functions meet brand standards in the absence of the Store Manager.

Responsibilities

• Lead a high-performing, customer-first team and provide coaching and feedback to ensure all customers and donors receive the full CARE experience.
• Manage customer flow to ensure the best possible experience, engaging every customer.
• Set the standard for excellent customer service and drive partnership 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 and issues quickly, efficiently, and respectfully.
• Execute all store operations in the absence of the Store Manager, including enforcing company policies and procedures.
• Communicate product needs to the stock team to ensure quick and efficient flow of merchandise to the sales floor.
• Maintain a neat, clean, and organized selling floor that reflects the correct visual image at all times.
• Ensure windows, displays, fixtures, and all visual areas align with current visual direction.
• Hold the team accountable to company policies and procedures, with support from the Store Manager.
• Drive Goodwill brand loyalty by coaching the sales team to educate customers about the Goodwill Rewards program and mission.
• Assist the Store Manager in recruiting, training, and developing team members to ensure all positions are filled with qualified candidates.
• Provide ongoing feedback to the Store Manager on employee proficiency and support training and development.
• Ensure the integrity of staff’s time and attendance.
• Maintain professional dress codes and uniforms reflective of the brand image.
• Perform additional duties as required, with activities subject to change based on business needs and management approval.

Customer Service Benchmarks

• Verbally greet customers and offer assistance within 30 seconds.
• Inform all customers of weekly sale colors and newly produced colors, making announcements every 15 minutes.
• Offer customers a shopping cart or basket while in the store.
• Keep the sales floor and fitting rooms clean, free of clutter, hangers, and clothes off the floor.
• Answer the phone in a professional manner.

Register Benchmarks

• Greet all customers with a warm greeting, smile, eye contact, and a positive attitude.
• Ask each customer if they are a Goodwill Rewards Member; if not, discuss benefits and offer enrollment.
• Ask each customer to Round Up their purchase and discuss the mission.
• Thank each customer for their purchase, hand them the receipt, and invite them back to the store.
• Keep the register area clean and free of clutter.
• Maintain a Round Up goal of 43%.

Production Benchmarks (if applicable)

• Empty Z rack: 15 minutes (85 pieces).
• Empty grey cart of wares: 15 minutes (35 pieces).
• Empty grey cart of shoes: 15 minutes (35 pieces).
• Sort: 1 blue bin per hour.
• Hang: 2 racks per hour (170 pieces).
• Tagging: 15 minutes per Z rack (4 Z racks per hour, 340 pieces).
• Wares: 2 grey carts per hour (70 pieces/hour).
• Shoes: 2 grey carts per hour (70 pieces/hour).
• Textiles: 1 complete rack per 2 hours.

Benchmarks are subject to change to meet business needs with management approval.

Requirements

• Minimum 1+ year of experience in retail store supervision.
• High School Diploma, equivalent, or a combination of education and relevant experience.
• Proven ability to drive and exceed individual and store results.
• Strong interpersonal and communication skills (verbal and written) with customers, leadership, and colleagues.
• Demonstrated ability to build lasting relationships with customers and colleagues.
• Ability to adapt to and engage with different customers.
• Collaborative skills and ability to work well within a team.
• Ability to receive feedback and take action when appropriate.
• Accuracy and attention to detail.
• Ability to work a flexible schedule based on business needs, including evenings, weekends, and holidays.
• Ability to handle multiple tasks in a fast-paced, deadline-oriented environment.

Special Working Conditions

See attached Physical Demand Analysis for details on unusual working conditions or environmental factors.

• Report all employee relation issues in a timely and effective manner, partnering with the Store Manager and HR when necessary.
• Assist the Store Manager in recruiting, training, and developing the team to ensure timely hiring of qualified candidates.
• Provide continuous feedback to the Store Manager on employee proficiency and support training and development.
• Ensure adherence to dress codes and uniforms that reflect the brand image.
• Enforce all company policies, procedures, and operational standards.

Benefits

• Generous time-off policy.
• Health, wellness, and financial resources to support personal goals.
• Robust health benefits, including medical, dental, vision, parental leave, and company-sponsored life insurance.
• Retirement matching programs and contributions.
• Transit and commuter benefits.

We believe in creating space for everyone to do their best work and have individual and collective impact. We challenge the status quo and set ambitious goals to further our mission.