Customer Service Team Leader

Goodwill of the Finger Lakes; Town of Ithaca (NY); On-site; USD 40,000 - 55,000; Full time

Job summary

Goodwill of the Finger Lakes seeks a Customer Service Team Leader to support the Store Manager by serving as the Manager on Duty (MOD), ensuring safety, sales, production, programs and services, and other standards are maintained.

This role collaborates with Retail Administration, People Resources, and Workforce Development to ensure all activities reflect the mission, vision, and values of Goodwill of the Finger Lakes.

Qualifications

• Associates degree preferred.
• Minimum of one year retail experience with at least six months supervisory experience.
• Proficient in Microsoft Word, Excel, and Outlook.
• Ability to work nights, weekends, and holidays.

Responsibilities

• Serves as Leader on Duty as dictated by schedule.
• Ensures safe work practices are followed at all times.
• Keeps the facility neat, clean, and organized to prevent injury or accidents.
• Supervises employees, volunteers, and others; balances cash and deposits store receipts.
• Monitors cash registers to ensure proper transaction accountability.
• Reviews customer concerns and resolves appropriately.
• Maintains store equipment and coordinates with maintenance/IT on issues.
• Assists in staff meetings and supports coverage of donation and cashier duties.

Skills

Leadership

Customer service

Cash handling

Communication

Education

Associates degree preferred

Tools

Microsoft Word

Excel

Outlook

Job description

The Customer Service Team Leader is responsible for supporting the Store Manager by serving as the Manager on Duty (MOD) assuring safety, sales, production, programs and services, and other standards are maintained. This position will also partner with other members of the Retail Administration team, People Resources, and Workforce Development to ensure that all activities performed are in a manner consistent with the mission, vision, and values of Goodwill of the Finger Lakes.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serves as Leader on Duty as dictated by schedule:
• Ensures safe work practices are followed at all times
• Ensures the facility is neat, clean, and organized to prevent injury or accident.
• Ensures employees, volunteers, community service personnel, and others use safe work methods at all times.
• Assists with supervising the daily cash drawer balances and deposits of store receipts:
• Assists with monitoring the operation of the cash registers to ensure the proper accountability of all transactions.
• Balances cash and deposits store receipts as required.
• Assists with the transmission of all required reports.
• Assists with the supervision of all employees.
• Reviews customer concerns and resolves appropriately.
• Maintains interior and exterior of store in a neat, clean, organized manner (including but not limited to vacuuming, dusting, cleaning bathrooms, mopping floor).
• Performs the duties of various team member roles as staffing needs arise.
• Asks every customer for a Round-up donation, maintains a minimum of 25% round up average.
• Maintains proper security of all company assets.
• Assists the Store Leader with store employee meetings as necessary for employees in assigned operation.
• Assists in ensuring that store equipment is maintained in proper working order. Promptly notifies Maintenance Supervisor of defects, or IT Manager of problems relating to the computer systems and e‑mail.
• Contributes to the effectiveness of the store by performing all other tasks as assigned, which include coverage of the donation door, cashiering, and production of donated merchandise.

SUPERVISORY RESPONSIBILITIES

Indirectly supervises store team members, volunteers, and community service personnel in assigned operation in accordance with the organization's policies and applicable laws.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. This position is required to work nights, weekends, and holidays.

EDUCATION AND/OR EXPERIENCE

Associates degree preferred. Minimum of one year retail experience with at least six months supervisory experience.

Or equivalent combination of education and experience.

COMPUTER SKILLS

Must be proficient in Microsoft Word, Excel, and Outlook.

LANGUAGE SKILLS

• Ability to read and understand documents such as time cards and policy manuals.
• Ability to write routine reports.
• Ability to speak effectively and communicate clearly to other employees and customers.

MATHEMATICAL SKILLS

Able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and sales volume. Able to apply basic financial and budgeting concepts.

WORK ENVIRONMENT

While performing the duties of this job the employee is usually working in a comfortable and store environment. At times this employee may be exposed to the outside environment when receiving donations. The employee will also be exposed to the donation processing area which is a factory‑like environment.

SCHEDULING REQUIREMENTS

Must have open and flexible availability, and be willing to work evenings and weekends.

PHYSICAL DEMANDS

• Must be able to travel for work‑related programs and meetings.
• Required to move stock, climb or balance on step‑ladders; stoop, kneel, crouch or crawl while setting up displays.
• Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.
• May bend and turn to evaluate donations moving from a bin to a processing table, as needed.
• May also on occasion need to tag merchandise which requires use of at least one hand.
• Standing, walking, reaching overhead, crouching, kneeling, lifting and carrying, pushing/pulling ranges as described above.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.