ESSENTIAL EXPECTATIONS 

Customer Service Expectations 

Serving customers at Goodwill has never been more rewarding.  Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your fellow coworker to exceed, Goodwill is about reaching out and making a difference. 

Diversity, Equity, And Inclusion Expectations 

Goodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued.  The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence. 

Safety Expectations 

At Goodwill, safety is everyone’s job.  Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe.  Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission. 

Responsibilities  

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  ​​Ensures that quality customer service is presented and provided by team members in a timely and courteous manner.  

  
  

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  ​Achieves daily, weekly, and monthly productions goals for the store, reaching out to Senior Management when short on donations. 

  
  

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  ​Ensures every rack/cart of processed goods receives a quality and quantity, and price (QQP) review.  

  
  

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  ​Cross trains to be proficient as a cashier to be prepared to substitute for a Customer Service Supervisor. 

  
  

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  ​Closes the store at the end of the night if required.  

  
  

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  ​Communicates needs with the store management team to ensure production and sales goals will be met. 

  
  

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  ​Trains and coaches new and existing team members to follow the Picture Process Maps (PPM’s), production metrics and pricing guidelines, holds team members accountable for meeting processing goals. 

  
  

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  ​Facilitates meetings with the production team. 

  
  

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  ​Ensures store and surrounding premises are kept clean and free of safety hazards, and safety procedures and understood and followed by all team members.  

  
  

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  ​Ensures all Merchandise Processors complete floor work each day for one hour. Completes floor work audits daily to ensure processes are followed to company standards.  

  
  

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  ​Ensures all Merchandise Processors’ workstations are stocked with approved supplies.  

  
  


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  ​Locks down the building, closes the store and ensures the premises are safely vacated.  

  
  


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  ​Directs daily work with Merchandise Processors to meet preset production and sales goals for the store. 

  
  


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  ​Assists in overall daily operations of the store and any other projects or tasks as determined by management.

  
  

Core Competencies  

Job Knowledge	Possesses comprehensive, functional and technical knowledge and skills to perform at a high level of accomplishment. Discerns how the job relates to other functions within the department and Goodwill operations.  Follows policies, procedures, and safety protocols.
Dependability	Meets deadlines and works autonomously.  Focused, punctual, and maintains consistent  attendance.  Accountable and can be relied upon during challenging and unexpected   situations.
Service Oriented	Supports, assists, and advises internal and external customers in a timely manner displaying proactive and reactive behaviors. Demonstrates productive verbal and listening skills.  Establishes and maintains effective relationships.  Meets quality standards and evaluates customer satisfaction and results.
Teamwork	Works collaboratively and respectively with others and is sensitive to team member   engagement. Communicates openly seeking and providing support.  Shares knowledge,   provides assistance, and contributes well as a leader, facilitator, or participant. Accountable  to team.

Job Specific Competencies  

Initiative	Proactively evaluates, selects, and takes action to solve current and potential problems. Meets objectives with a sense of urgency. Identifies new opportunities before being asked.
Productivity	Effectively problem solves while managing workload and time. Work produced is an accurate, consistent manner. Prioritizes and efficiently meets goals, objectives and deadlines. Assists others to ensure productivity. Makes a meaningful difference.
Quality Focused	Strives for excellence. Organized, methodical, accurate and thorough. Understands scope of responsibility. Improves performance and outcomes. Problem solves and manages time restraints. Maintains the highest level of product and customer experience. Develops and implements best practices and accreditation standards.
Results Oriented	Defines and exceeds goals with resolve and ingenuity. Designs and implements plans Possesses vision and identifies steps for achievement. Ambitious and goes above beyond expectations. Assesses and revises strategies based on outcomes.