Customer Service Lead

## Description

ESSENTIAL EXPECTATIONS

Customer Service Expectations

Serving customers at Goodwill has never been more rewarding. Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your fellow coworker to exceed, Goodwill is about reaching out and making a difference.

Diversity, Equity, And Inclusion Expectations

Goodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued. The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence.

Safety Expectations

At Goodwill, safety is everyone’s job. Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe. Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission.

POSITION EXPECTATIONPOSITION EXPECTATIONS

Position Summary

​​The Customer Service Lead assists the Store Management Team in the overall operations of the cash wrap to lead by example and assist Sales Associates in maximizing sales, presentation and provide the utmost exceptional customer service. ​

Responsibilities

• ​​Performs customer service with friendliness, energy, and enthusiasm while ensuring the quality of customer service is presented and provided by the Customer Service Lead in a timely and courteous manner to all customers, donors, and other team members.
• ​Performs bill checks, voids, prices checks, tag reprints, cash drops, drawer counts and reconciliation, bag checks.
• ​Handles customer store credits per cash/credit policies and procedures.
• ​Adheres and approves signups within Goodwill’s VIP policies and procedures.
• ​Enforces the sales promotion(s) of the day, upcoming sales, and daily deals’ sales structure.
• ​Trains Sales Associates within their store while leading by positive example.
• ​Coaches and reminds team members of greeting each customer, as well as announcements of daily, weekly and all upcoming sales structures.
• ​Maintains cleanliness and organization of sales floor and cash wrap area using daily opening check list and weekly floor work logs.
• ​Collects all found money and donated jewelry daily. Found money must be handed in to the manager with the name of the team member and an email along with paperwork needing to be emailed within the same day. Jewelry is sent back to E-Commerce.
• ​Communicates energetically to the customers (e.g., “Make sure you come back tomorrow for our Dollar Day!” or “Don’t forget Red Tag sale is this Saturday!”)

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• ​Demonstrates excellent customer service skills. Addresses customer concerns in a respectful way by listening to the concern and using conflict management skills to diffuse the situation if necessary. Notifies the Store Manager of all customer concerns.
• ​Assists in any other projects or tasks as determined by management. ​

COCY EXPECTATIONS

Core Competencies

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| [Job Knowledge](https://workforcenow.adp.com/theme/legacyAppShell.html?href=%2Fwfn%2Ftalent%2Fperformance%2FUxPerformanceManagementNew.faces&title=Performance%20Dashboard&rid=pracPerformance) | Possesses comprehensive, functional and technical knowledge and skills to perform at a high level of accomplishment. Discerns how the job relates to other functions within the department and Goodwill operations. Follows policies, procedures, and safety protocols. |

| [Dependability](https://workforcenow.adp.com/theme/legacyAppShell.html?href=%2Fwfn%2Ftalent%2Fperformance%2FUxPerformanceManagementNew.faces&title=Performance%20Dashboard&rid=pracPerformance) | Meets deadlines and works autonomously. Focused, punctual, and maintains consistent attendance. Accountable and can be relied upon during challenging and unexpected situations. |

| Service Oriented | Supports, assists, and advises internal and external customers in a timely manner displaying proactive and reactive behaviors. Demonstrates productive verbal and listening skills. Establishes and maintains effective relationships. Meets quality standards and evaluates customer satisfaction and results. |

| [Teamwork](https://workforcenow.adp.com/theme/legacyAppShell.html?href=%2Fwfn%2Ftalent%2Fperformance%2FUxPerformanceManagementNew.faces&title=Performance%20Dashboard&rid=pracPerformance) | Works collaboratively and respectively with others and is sensitive to team member engagement. Communicates openly seeking and providing support. Shares knowledge, provides assistance, and contributes well as a leader, facilitator, or participant. Accountable to team. |

Job Specific Competencies

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| Initiative | Proactively evaluates, selects and takes action to solve current and potential problems. Meets objectives with a sense of urgency. Identifies new opportunities before being asked. |

| Integrity & Trust | Displays honest, fair and ethical traits. Accountable and maintains authentic and responsible behavior. Treats people with respect. Maintains confidentiality and inspires trust of others. |

| Patience | Accepts or tolerates delays or problems without becoming anxious or unprofessional. Steadfast despite opposition, difficulty or adversity. Maintains ability to meet goals, sustain services, collaborate with coworkers, and overcome obstacles. |

| Self Confidence/ Resilience | Measured confidence to take on demanding work or put forward views when they may be challenged. Stays calm, in a crisis. Handles competing demands. Overcomes setbacks. Welcomes and learns from criticism |

Education, Experience and Requirements

Required

• ​​Minimum of a year in retail and cash handling experience
• ​Proven reliability in meeting attendance expectations
• ​Must be able to operate and obtain certification for use of the stacker.
• ​Must be able to continuously perform repetitive work, at a set pace.
• ​Must possess strong interpersonal skills with excellent communication skills.
• ​Exhibits a high level of integrity and business ethics.
• ​Exhibits a high level of adaptability and flexibility. ​

Preferred

• ​​High school/ GED completion preferred.
• ​Bilingual (English and Spanish) a plus.​

Environmental Factors