Key Holder

Goodwill Industries of Greater New York and Northern New Jersey, Inc. 

Job Description & Physical Demand Analysis 

Position Title: Key Holder Department:  Retail 

Reports To (Title): Store Manager 

Position Type: FLSA - Non-Exempt 

Supervising Staff: Yes No

General Purpose: In a few brief sentences summarize the primary duties and responsibilities. The Key Holder is responsible for supporting the Store Manager 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.  

 Essential Functions: Describe the duties that define the core responsibilities of the job. 

• Partner with sales specialists and store associates to improve overall customer and donor experience, achieving sales goals and KPIs. 

• 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.  

Scope of Responsibility & Positions Supervised: Where applicable describes level of authority, decision making discretion, consequences of actions, supervisory and fiscal responsibility. Provide metrics where possible. Level of supervision received. Overall responsibility of the store and day to day operations as mentioned above.  In addition, the Key Holder will support the store leadership team with employee relations issues as designated.  

• 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.  

Benchmarks: Describe the minimum benchmarks. The following benchmarks must be meet as follows: 

 Customer Service: 

• Verbally great customer and offer assistance within 30 seconds. 

• Inform all customers of weekly sale color and newly produced color, make announcement every 15 minutes. 

• Offer customer a shopping cart or basket while in the store. 

• Keep sales floor and fitting rooms clean and free of clutter, hangers and clothes off the floor. 

• Answer the phone in a professional manner. 

If stationed on the register: 

• Greet all customers with a warm greeting, a smile, eye contact, positive attitude ask each customer if they are a Goodwill Rewards Member, if not, discuss benefits and offer to enroll the customer ask each customer to Round Up their purchase and discuss our Mission.  

• Thank each customer for their purchase, hand them the receipt, invite them back to the store 

• Keep register area clean and free of clutter. • Round Up  goal = 43% 

If requested to work production, the benchmarks are as follows: 

Empty Z rack = 15 min (85 pieces) 

Empty grey cart of wares = 15 min (35 pieces) 

Empty grey cart of shoes = 15 min (35 pieces) 

Sort: 1 blue bin = 1 hour Hang: 2 racks = 1 hr (170 pieces) 

Tagging: 15 min per z rack (4 z racks an hour, 340 pieces) 

Wares: 1 hour = 2 grey cart of wares (70 pieces/hr)  

Shoes: 1 hour = 2 grey cart of shoes (70 pieces/hr) 

Textiles: 2 hours = 1 complete rack of textiles 

Benchmarks are subject to change to meet business needs with management approval. 

Qualifications: Describe the minimum educational and experience requirements/preferences. The following qualifications are required: 

• 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: Describe unusual working conditions or environmental factors. 

• See Attached Physical Demand Analysis 

Covid-19 Update - In alignment with New York City's decision to lift  the private employer vaccination requirements, effective November 1, 2022, Retail Employees in NYC are now exempt from submitting vaccination proof and/or no longer required of submitting proof of weekly PCR/Antigen(Rapid) testing if they have requested medical/ religious accommodation. Retail stores in NJ and Upstate continue to be exempt as per New Jersey and New York State Guidelines.