Goodwill Industries of Southern New Jersey and Philadelphia · 7 hours ago
SENIOR CUSTOMER SERVICE ASSOCIATE, RETROSPECT
Retrospect Store - Philadelphia, PA 19147
Full-time
Onsite
Senior Level
$18/hr - $18/hrGoodwill Industries of Southern New Jersey and Philadelphia is seeking a Senior Customer Service Associate for their Retrospect store. This role is responsible for overseeing the sales floor, leading the team, and achieving sales goals while maintaining excellent customer service standards.
Non-profit Organization Management
Responsibilities
Follow all Goodwill policies and safety procedures. Must possess professional etiquette
Executes retail operations plan to achieve required targeted growth in daily, monthly, quarterly, and yearly goals for profit, revenue, and production for Retrospect Vintage. Know how to create schedules, submit monthly petty/gas forms, and analyze monthly Profit/Loss reports
Opens and closes store. Reconciles and balances all daily paperwork. Processes sales transactions and customer returns
Engages customers successfully using the following steps:
Greet every customer 5 feet from you
Focus on your customer
Maintain a clean, neat, and organized store
Walk, Talk, and Show
Thank your customer for supporting our free job training and education initiatives
Listen and respond appropriately to all customer concerns
Engage customers at the register
Effectively manage your register line
Use good phone etiquette and answer within 3 rings
Provide short, clear, timely announcements
Ensures that the store complies with all policies and procedures relating to Loss prevention and Safety; influences any changes necessary to meet requirements, ensuring minimum risk to staff members and the business
Regular attendance is required
Assists store leadership with performance management (coaching, discipline, and performance improvement plans) of store personnel
Maintains the day-to-day operations of the store including managing and meeting employee and customer needs
Vintage knowledge of clothing, furniture, and housewares, across all eras. Knowledge of current trends and up-to-date knowledge of product and location in store
Available to receive weekly deliveries
Creates innovative visuals including outfits, furniture scenes, and window displays
Responsible for submitting payroll each Sunday by 11:00 AM
Provides regular mentoring, training, and coaching to develop skills of Customer Service Associates
Utilizes web resources to research unfamiliar labels/maker’s marks to ensure proper pricing
Daily oversight of Instagram activity. Familiar with customer orders from Etsy, Depop, and Instagram
Serves as Field Safety Officer, completes monthly safety meetings and addresses safety issues within the building (repairs, slipping hazards, etc.)
Anticipates shop needs (i.e. - product, supplies, etc.). Place supply orders, work orders for repairs
Form relationships with our regulars
Works to de-escalate customer situations while finding an appropriate solution; involves upper management as needed
Coordinates efforts with various Goodwill divisions
Maintains interior and exterior of store in a neat, clean, and orderly manner (includes vacuuming, dusting, cleaning bathrooms, mopping floors, washing windows, etc.)
Must maintain a clean and neat personal appearance at all times. Must wear company issued uniform
All other essential duties as assigned
Qualification
Required
Drive Results – Devising ways to effectively execute plans by establishing milestones and checkpoints for driving projects and business initiatives to completion, that lead to a standard of excellence and meeting all revenue and operating income goals to fulfill Goodwill's mission
Leadership – Ability to lead effectively in a demanding, fast paced, team environment. Possess the ability to motivate others to achieve. Collaborative team player able to partner with others to achieve business outcomes-concerns with the team success as well as individual performance
Communicate Effectively – Communicating ideas and information effectively, whether verbal, written, or electronically, across differing organization functions. Using Professional communication. This includes strong listening skills. Fostering collaboration at every level of the organization
Exceed Customer Expectations – Identifying customer and/or internal partner requirements and expectations as standards to be surpassed; making decisions and taking actions that demonstrate a ‘will to win' in the marketplace
Demonstrate ability to be self-motivated and take initiative
A collaborative team player able to partner with others to achieve business outcomes – concerned with the team success as well as individual performance
Visible Leadership skills – can motivate others to achieve
Solution oriented, decisive by nature
Strong work ethic with good attention to detail
Influencing and negotiation skills
Make Sound and Timely Decisions – Using knowledge and experience to make sound decisions that will impact business goals and strategies; creates an environment where other Leaders and/or Team Members are empowered to make decisions
Apply Business and Financial Reasoning – Commercially sound with a good understanding of profit and loss accounting and the influence of operating factors (e.g. volume vs. price). Understanding how the financial performance of one's business unit contributes to the success (or failure) of the overall organizational mission, ‘We Put People to Work'
Safety Awareness – Ability to identify and correct conditions that affect employee safety
Honesty/Integrity – Ability to be truthful and be seen as credible in the workplace
Accountability – Ability to accept responsibility and account for his/her actions
Working Under Pressure – Ability to complete assigned tasks under stressful situations
Enthusiastic – Ability to bring energy to the performance of a task
Accuracy – Ability to perform work accurately and thoroughly
Ability to communicate and understand instructions, both verbal and written, in English
Must be able to work a flexible schedule on short notice, including night, weekends and occasionally long hours
Benefits
Medical
Prescription
Dental
Vision
Life
Accidental Death & Dismemberment
Short-Term Disability
Long-Term Disability
PTO/Holidays
Discounts
Credit Union
Voluntary Benefits
Mylo
Company
Goodwill Industries of Southern New Jersey and Philadelphia
Goodwill® is all about putting people to work.
Founded in 1948
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Stephen Castro
Chief Financial Officer
Company data provided by crunchbase