Customer Service Associate Full-time

Job Title: Customer Service Associate

Department: Retail Operations
FLSA Status: Non-Exempt
Reports to: Store Manager

About Goodwill

We believe in the potential of individuals to make positive changes in their lives. We believe that education and training empower people to make those changes. Our vision for the communities we serve is that each person is able to choose rewarding employment, financial security and the experience of educational achievement. We are committed to creating and sustaining a culture of equity, diversity and inclusion (DEI). We embrace our employees’ differences and acknowledge and support our collective responsibility.

About the Position

The Customer Service Associate interact with customers and donors in a courteous and professional manner, resolving problems, providing information, cashiering and performing other customer service actions.

Pay Rate: $17.63/hour

Essential Functions and Responsibilities: Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

Assist customers and donors in a timely and courteous manner by answering questions, resolving problems, processing refunds, applying discounts, monitoring merchandise on “hold” and checking bags and packages. Models high level of customer service.
Answer store phones, and make intercom announcements and communicates through telephone and wireless audio systems.
Operates POS system: handles cash, checks, and credit card transactions, closing out cash drawer and balancing all transactions.
Monitor the level of customer service on all cash registers calling for backup when needed.
Monitor employee break schedules, ensuring compliance.
Maintain “Lost and Found” log, ensuring that items are entered correctly and valuables are tagged and put in vault.
Maintain a clean work environment.
Demonstrate safe work practices through awareness and observation in support of a safety culture; reports any potential hazards or accidents.
Build and maintain internal and external customer satisfaction.
Contribute to team effort by accomplishing related results as needed.
Perform other duties as assigned.

Position Requirements (Qualifications for the job under the Americans with Disabilities Act)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

High school graduate or equivalency but not required.
Minimum 1 year retail/customer service experience.
Ability to handle requests quickly and efficiently.
Ability to work independently without direct supervision.

Computer/Technology Skills:

Proficient knowledge with Microsoft Office (Excel, Word, PowerPoint, Outlook, Teams).
Ability to learn new technology and software as related to the job.

Certificates, Licenses, or Registrations: N/A

Physical Abilities:
While performing the duties of this job, the employee will be required to lift and carry up to 30-40 pounds; have developed fine motor control (grasp, handle, manipulate objects with fingers; standing for long periods, frequent bending, kneeling, reaching, stooping, squatting, pushing; climbing ladders; able to travel across a variety of surfaces (stairs, ramps, uneven terrain). Able to communicate with others effectively both verbally and written, including those who have limited English skills. Maintain reliable attendance.

Essential Mental/Sensory Abilities:

Organizing, sorting, categorizing, counting, adding, subtracting
Problem Solving
Communicating with the public
Verbal and written communication skills
Completing written orders

Work Environment:

While performing the duties of this job, the employee is often exposed to noise levels consistent with a retail environment. Able to work a flexible schedule.
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Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Goodwill believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. This position description is designed to outline primary duties, qualifications and job scope, but not limit our employees nor Goodwill to just the work identified. It is our expectation that each employee will offer their services wherever and whenever necessary to ensure the success of the Goodwill.