Outlet Customer Service Associate

POSITION TITLE: Outlet Customer ServiceAssociate

REPORTS TO: Store Manager

Our Mission

Goodwill Industries empowers individuals with disabilities and other barriers to employment to gain independence through the power of work. The first Goodwill in the New York Metropolitan area originated in Brooklyn in 1915. Over 100 years later, we’re helping more than 45,000 people a year — through our 40 stores and 57 programs - to more fully and independently participate in society.

Overview

The Outlet Customer Service Associate is responsible for providing our customers with exceptional service by meeting their individual needs and expectations, is customer engaged to create a positive customer-centric experience. The Outlet Customer Service Associate is expected to role model Goodwill’s mission and
CARE service behaviors in all actions and interactions in order to create a positive Customer First experience.

Key Responsibilities

· Drive Goodwill brand loyalty through knowledge of Goodwill Rewards program, consistently informing
customers of the benefits of participation.

· Engage all customers and donors, providing best in class customer experience. Create an emotional connection with every customer by being a passionate Goodwill Brand ambassador.

· Be knowledgeable of POS policies and procedures and demonstrate a professional ability to answer
customer inquiries regarding the Outlet and its merchandise.

· Perform sales transactions quickly and accurately in accordance with established cash control procedures
and Customer Service guidelines. (This includes ensuring items are checked out with accuracy; cart checking, ect.)

· Capture customer data utilizing Company tools (POS), for the purpose of connecting with the customer,
building relationships and personalizing future customer development opportunities

· Meet and exceed customer expectations, driving positive sales growth and Brand experience by modeling the CARE service model.

· Follow all Loss Prevention policies, advising management of any unusual internal or external activity.

· Be willing to be cross trained and assist in all departments. (This includes partnering with Outlet Specialists Team to support store goals and objectives)

· Assist when needed during a Merchandise Rotation. Ensure that Outlet Atmosphere is positive and
safe for all customers. (This includes crowd Control and safety enforcement)

· Maintain Brand standards of a neat and organized Outlet sales floor, cash wrap, and to ensure
the store is presentable for employees and always reflects the correct visual image to customers.

· Collaborate with Store Leaders and Specialist Team in the execution of the Showcase program and
visual expectations are met while providing best in class Customer Service

· Performs other duties as assigned.

Qualifications:

• 6 months of Retail or Customer Service Experience Preferred.

• High School Diploma, equivalent or combination of education and relevant experience required.

Skills Required:

• Proven ability to drive and exceed individual and store results.

· Accuracy and attention to detail required.

• Proven ability to build lasting relationships with customers and colleagues.

• Ability to adapt to and engage with internal and external customers

· Answering incoming calls from our customer base and answering general questions.

• Good verbal and written communication skills with customers, sales leadership team and colleagues.

• Ability to Attends in-service related training as assigned

• Demonstrated collaborative skills and ability to work well within a team.

• Ability to receive feedback and take action when appropriate.

• Ability to work a flexible schedule based on business needs which includes, evenings, weekends and holidays

Covid-19 Update - In alignment with New York City's decision to lift the private employer vaccination requirements, effective November 1, 2022, Retail Employees in NYC are now exempt from submitting vaccination proof and/or no longer required of submitting proof of weekly PCR/Antigen(Rapid) testing if they have requested medical/ religious accommodation. Retail stores in NJ and Upstate continue to be exempt as per New Jersey and New York State Guidelines.