Key Holder

Goodwill NYNJ; City of Middletown (NY); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Generous Time off

Health, wellness and financial support

Robust health benefits (medical, dent,

Parental leaves

Retirement matching

Transit and commuter benefits

Job summary

Goodwill NYNJ Middletown location seeks a Key Holder to support Store Management in daily operations and customer experience. Lead a high performing team, coach associates, and ensure operations meet brand standards in the absence of Store Manager.

Responsibilities include delivering CARE service, driving sales, mentoring staff, and maintaining visual standards while managing customer flow and store policies. Flexible schedule and teamwork are essential for success.

Qualifications

• Minimum 1+ year experience in retail store supervisory.
• Strong interpersonal and communication skills with customers and team.
• Ability to work flexible schedule including evenings, weekends, and holidays.

Responsibilities

• Lead a high performing customer-first team and coach associates to deliver CARE service.
• Execute operations in the absence of Store Manager and Assistant Store Manager.
• Coach and develop team to achieve sales and customer experience goals.
• Ensure store presentation, visual standards and policies are followed.
• Resolve customer issues quickly and maintain brand standards.

Skills

Supervisory leadership

Customer service

Team coaching

Store operations

Education

High School Diploma

Job description

Location: Middletown, NY

Title: Key Holder

The Awesome Things You’ll Do

The Key Holder is responsible for supporting the Store Management in the daily operation of the store and overall customer experience. He/she demonstrates leadership by modelling Goodwill NYNJ CARE service standards to elevate sales performance. This individual will help to train and coach associates to achieve all set expectations. The Key Holder has the ability to execute all operational functions to Brand standards and drive positive customer experiences in the absence of the Store Manager and Assistant Store Manager.

• Lead a high performing customer first orientated team. Coach and provide feedback to the team as necessary to ensure all customers and donors serviced in the store are given the full CARE experience in line with brand strategies. Manage customer flow to ensure the best possible experience and that every customer is engaged.
• Lead by example by setting the standard to deliver excellent service to customers.
• Drive partnership on the selling floor between sales specialists and store associates.
• Develop and retain talented employees, by coaching in the moment and providing feedback to the Store manager to support training and development.
• Resolve all customer complaints and issues quickly, efficiently and with respect resulting in an overall positive experience. Partner with the Store Manager where necessary.
• In absence of the Store manager, responsible for executing all operations.
• Possess a strong understanding of the business and effectively communicate needs and ideas to elevate the business.
• Assist Store Manager in driving Goodwill brand loyalty through coaching sales team to share knowledge of Goodwill Rewards program and Mission, consistently educating customers of the benefits of participation.
• Possess a thorough understanding of company policies and procedures and consistently follow and enforce company guidelines on operations.
• Communicate product needs to the stock team ensuring that flow of product to the floor is quick and efficient.
• Ensure the selling floor is neat, clean, organized and reflects the correct visual image at all times.
• Ensure presentation of all windows, displays, fixtures and all visual areas are reflective of current visual direction.
• Enforce and support Store Manager in holding team accountable to Company policies and procedures.
• Additional duties as required.

Our Must Haves

• Minimum 1+ year experience in retail store supervisory required.
• High School Diploma, equivalent, or combination of education and relevant experience required.
• Skills Required: Describe the minimum skills required or preferred
• Proven ability to drive and exceed individual and store results.
• Proven ability to build lasting relationships with customers and colleagues.
• Ability to adapt to and engage with different customers.
• Strong interpersonal and communication skills (verbal and written) with customers, sales leadership team and colleagues.
• Demonstrated collaborative skills and ability to work well within a team.
• Ability to receive feedback and take action when appropriate.
• Accuracy and attention to detail required.
• Ability to work a flexible schedule based on business needs which includes, evenings, weekends and holidays.
• Ability to handle multiple tasks while working in a fast‑paced and deadline‑oriented environment.

Special Working Conditions

• Report all employee relation issues in a timely and effective manner, partnering with the Store Manager and HR when necessary.
• Assist the Store Manager to recruit, train, and develop team ensuring all positions are filled in a timely manner with qualified candidates.
• Continually provide feedback to the Store Manager on employee level of proficiency in their role and support with training and development.
• Assist in ensuring the integrity of staff’s time and attendance.
• Ensure Dress Codes and Uniforms are always professional, reflective of Brand image and always adhered to.
• Enforce of all company policies and procedures, standards of operations and support leadership team.

What We Offer

• Generous Time off policy to use when you need it
• Health, wellness and financial resources to help you achieve our personal goals
• Robust health benefits including medical, dental, vision, parental leaves and company sponsored life insurance
• Retirement matching programs and contributions
• Transit and commuter benefits

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