Job Details

Customer Service Associate

Retrospect Store - Philadelphia, PA 19147

Specific Duties

1. Follow all Goodwill policies and safety procedures. Must possess professional etiquette.
2. Executes retail operations plan to achieve required targeted growth in daily, monthly, quarterly, and yearly goals for profit, revenue, and production for Retrospect Vintage. Know how to create schedules, submit monthly petty/gas forms, and analyze monthly Profit/Loss reports.
3. Opens and closes store. Reconciles and balances all daily paperwork. Processes sales transactions and customer returns.
4. Engages customers successfully using the following steps:
   1. Greet every customer 5 feet from you.
   2. Focus on your customer.
   3. Maintain a clean, neat, and organized store.
   4. Walk, Talk, and Show.
   5. Thank your customer for supporting our free job training and education initiatives.
   6. Listen and respond appropriately to all customer concerns.
   7. Engage customers at the register.
   8. Effectively manage your register line.
   9. Use good phone etiquette and answer within 3 rings.
   10. Provide short, clear, timely announcements.
5. Ensures that the store complies with all policies and procedures relating to Loss prevention and Safety; influences any changes necessary to meet requirements, ensuring minimum risk to staff members and the business.
6. Regular attendance is required.
7. Assists store leadership with performance management (coaching, discipline, and performance improvement plans) of store personnel.
8. Maintains the day-to-day operations of the store including managing and meeting employee and customer needs.
9. Vintage knowledge of clothing, furniture, and housewares, across all eras. Knowledge of current trends and up-to-date knowledge of product and location in store.
10. Available to receive weekly deliveries.
11. Creates innovative visuals including outfits, furniture scenes, and window displays.
12. Responsible for submitting payroll each Sunday by 11:00 AM.
13. Provides regular mentoring, training, and coaching to develop skills of Customer Service Associates.
14. Utilizes web resources to research unfamiliar labels/maker's marks to ensure proper pricing.
15. Daily oversight of Instagram activity. Familiar with customer orders from Etsy, Depop, and Instagram.
16. Serves as Field Safety Officer, completes monthly safety meetings and addresses safety issues within the building (repairs, slipping hazards, etc.).
17. Anticipates shop needs (i.e. - product, supplies, etc.). Place supply orders, work orders for repairs.
18. Form relationships with our regulars.
19. Works to de-escalate customer situations while finding an appropriate solution; involves upper management as needed.
20. Coordinates efforts with various Goodwill divisions.
21. Maintains interior and exterior of store in a neat, clean, and orderly manner (includes vacuuming, dusting, cleaning bathrooms, mopping floors, washing windows, etc.)
22. Must maintain a clean and neat personal appearance at all times. Must wear company issued uniform.
23. All other essential duties as assigned.

Qualifications

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.

1. Drive Results – Devising ways to effectively execute plans by establishing milestones and checkpoints for driving projects and business initiatives to completion, that lead to a standard of excellence and meeting all revenue and operating income goals to fulfill Goodwill's mission.
2. Leadership – Ability to lead effectively in a demanding, fast paced, team environment. Possess the ability to motivate others to achieve. Collaborative team player able to partner with others to achieve business outcomes-concerns with the team success as well as individual performance.
3. Communicate Effectively – Communicating ideas and information effectively, whether verbal, written, or electronically, across differing organization functions. Using Professional communication. This includes strong listening skills. Fostering collaboration at every level of the organization.
4. Exceed Customer Expectations – Identifying customer and/or internal partner requirements and expectations as standards to be surpassed; making decisions and taking actions that demonstrate a 'will to win' in the marketplace.
5. Demonstrate ability to be self-motivated and take initiative.
6. A collaborative team player able to partner with others to achieve business outcomes – concerned with the team success as well as individual performance.
7. Visible Leadership skills – can motivate others to achieve.
8. Solution oriented, decisive by nature.
9. Strong work ethic with good attention to detail.
10. Influencing and negotiation skills.
11. Make Sound and Timely Decisions – Using knowledge and experience to make sound decisions that will impact business goals and strategies; creates an environment where other Leaders and/or Team Members are empowered to make decisions.
12. Apply Business and Financial Reasoning – Commercially sound with a good understanding of profit and loss accounting and the influence of operating factors (e.g. volume vs. price). Understanding how the financial performance of one's business unit contributes to the success (or failure) of the overall organizational mission, 'We Put People to Work'.
13. Safety Awareness – Ability to identify and correct conditions that affect employee safety.
14. Honesty/Integrity – Ability to be truthful and be seen as credible in the workplace.
15. Accountability – Ability to accept responsibility and account for his/her actions.
16. Working Under Pressure – Ability to complete assigned tasks under stressful situations.
17. Enthusiastic – Ability to bring energy to the performance of a task.
18. Accuracy – Ability to perform work accurately and thoroughly.
19. Ability to communicate and understand instructions, both verbal and written, in English.

Must be able to work a flexible schedule on short notice, including night, weekends and occasionally long hours.