About the position
The Key Holder at Goodwill Industries of Greater New York and Northern New Jersey is a pivotal role that supports the Store Manager in the daily operations of the store while enhancing the overall customer experience. This position is designed for individuals who demonstrate leadership qualities and are committed to upholding Goodwill's CARE service standards to boost sales performance. The Key Holder will be responsible for training and coaching store associates to meet established expectations and will execute all operational functions in accordance with brand standards, particularly in the absence of the Store Manager. In this role, the Key Holder will partner with sales specialists and store associates to improve the customer and donor experience, aiming to achieve sales goals and key performance indicators (KPIs). They will lead a customer-first oriented team, providing coaching and feedback to ensure that every customer receives the full CARE experience. The Key Holder will manage customer flow to optimize engagement and satisfaction, setting a standard for excellent service delivery. Additionally, they will assist the Store Manager in driving brand loyalty by educating customers about the Goodwill Rewards program and the benefits of participation. The Key Holder will also be responsible for maintaining a thorough understanding of company policies and procedures, ensuring compliance, and communicating product needs to the stock team for efficient product flow. They will oversee the cleanliness and organization of the selling floor, ensuring that visual displays align with current brand direction. This role requires a proactive approach to resolving customer complaints and issues, fostering a positive shopping environment, and supporting the Store Manager in various operational tasks as needed.
Responsibilities
- Support the Store Manager in daily store operations and customer experience.
- Model Goodwill NYNJ CARE service standards to elevate sales performance.
- Train and coach associates to achieve set expectations.
- Execute all operational functions to Brand standards in the absence of the Store Manager.
- Partner with sales specialists and store associates to improve customer and donor experience.
- Lead a high-performing customer-first oriented team.
- Manage customer flow to ensure engagement and satisfaction.
- Resolve customer complaints and issues efficiently and respectfully.
- Communicate product needs to the stock team for efficient product flow.
- Ensure the selling floor is neat, clean, and organized, reflecting the correct visual image.
Requirements
- Minimum 1+ year experience in retail store supervisory required.
- High School Diploma or equivalent, or a combination of education and relevant experience required.
- Proven ability to drive and exceed individual and store results.
- Strong interpersonal and communication skills (verbal and written).
- Ability to adapt to and engage with different customers.
- 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, including evenings, weekends, and holidays.
Nice-to-haves
- Experience in a fast-paced retail environment.
- Familiarity with Goodwill's mission and values.
Benefits
- $500 sign-on bonus after completing the introductory 90-day period.
- Weekly bonuses for meeting store goals.
