Job Title: PT Customer Service Associate (CSA) – Level 2
Department: Donated Goods Retail (DGR)
Reports To: Store Manager
FLSA Status: Non-Exempt
Payrate: $13.00
Shifts: Monday-Friday 5:00pm-9:30pm
Saturday/Sunday occasionally expected
Mission Support:
Goodwill Houston (GWH) is leading change, connecting people, and improving potential for the future of work.
We educate, train, and hire individuals with barriers to employment to help them thrive.
We connect people, families, and communities to improve lives and to meet the workforce needs of today and tomorrow.
Powered, in part, by donations and retail customers, we change lives through the power of work.
Position Summary:
Obtains payment for merchandise by accurately itemizing and totaling customer purchasers and will process and display inventory on the sales floor.
The Team Member is responsible for performing assigned duties and work within the framework of GWH's Mission and all policies and procedures.
To ensure the efficient and cost-effective operation and stewardship of GWH to maximize profitability to enhance our Mission.
Essential Duties and Responsibilities:
CSA 2
Provide excellent customer service always.
Greet each customer and assist with basic questions about store operations and merchandise.
Assist customers with finding desired items, as well as loading and unloading merchandise as needed.
Responsible for merchandising of all products by maximizing presentation and floor layout.
Place all hard and soft good inventory from racks and carts to the sales floor in a timely manner.
Ensure store recovery is accomplished by maintaining merchandising standards.
Complete the 5-minute drill for assigned area.
Retrieve shopping carts from parking lot or surrounding areas.
Perform necessary housekeeping janitorial work for all sales floor areas including dressing rooms and bathrooms, keeping them free of dust, dirt, merchandise, trash, and clutter.
Demonstrate professionalism and presents a friendly, cooperative attitude.
Assist with the security and safety of GWH Team Members and property.
Must be punctual and have dependable attendance.
Must conduct work in a safe manner; maintain good housekeeping standards, have all aisles and pathways to fire exists clear and free from clutter, keep work areas neat and clean.
Must report all work incidents and injuries immediately.
Adheres to all GWH policies and procedures.
Performs other duties as assigned by Management.
Operate electronic cash register, credit card devices, and/or electronic Point of Sales (POS) payment management system.
Remove hangers from cash wrap when needed and maintain an organized cash wrap area.
Must meet productions standards and ensure that all products are consistently being rotated on the sales floor.
Notify Management of low or overstocked merchandise.
Minimum Qualifications:
High school diploma or equivalent preferred.
Excellent customer service skills.
Able to perform basic math functions, including addition, subtraction, multiplication, and division.
Ability to multi-task, make quick decisions and work in a team oriented, fast paced environment.
Ability to communicate and interact well with a variety of personality types.
Retail sales experience is preferred.
Must have reliable transportation.
Key Performance Indicators (KPI):
1.Budget Sales vs. Actual Sales.
2.
Individual Average Transactions.
3.
Change Round-Up as a % of Transactions (>30% and higher than the previous year).
4.
Work Integrity: Follows established procedures and processes donations timely with a sense of urgency.
5.
Quality of Work: Attitude, sense of urgency, productivity, individual safety performance, etc.
6.
Safety Culture.
7.
Attendance: Work schedule as assigned, notify leadership as needed, and no reoccurring issues.
8.
Image: Personal image, keeps work area/location clean, safe, and organized with no donor creep.
9.
Customer Ambassador Program (CAP): Receiving surveys (getting customers to participate) and favorable feedback.
Physical Requirements/Work Environment:
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.
Indoor work environment with occasional exposure to outside temperatures.
The noise level in the normal work environment is, usually, moderate.
I understand this job description, requirements and that I am expected to complete all assigned duties.
I understand that the job functions may change, and I may be transferred to another location at the discretion of Management.
I have read this job description, and I will be able to perform the essential functions of this position with or without an accommodation.