Customer Service Team Lead

JOB TITLE: CUSTOMER SERVICE TEAM LEADER

The Customer Service Team Leader is responsible for supporting the Store Manager by serving as the Manager on Duty (MOD) assuring safety, sales, production, programs and services and other standards are maintained. This position will also partner with other members of the Retail Administration team, People Resources and Workforce Development to ensure that all activities performed are in a manner consistent with the mission, vision, and values of ABVI-Goodwill.

The Customer Service Team Leader subscribes to and promotes ABVI-Goodwill's mission and values; as well as functions as an active Retail Division team member to achieve agency and department goals.

Competencies needed to be successful in this job include: Customer Focus, Interpersonal Skills, Self Development, Communication & Collaboration, Process/Project Management, Sense of Urgency, Business Acumen and Functional/Technical Skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Serves as Manager on Duty as dictated by schedule:

1.1. Ensures safe work practices are followed at all times

1.1.1. Ensures the facility is neat, clean and organized to prevent injury or accident.

1.1.2. Ensures employees, volunteers, community service personnel and others use safe work methods at all times.

1.2. Assists with supervising the daily cash drawer balances and deposits of store receipts:

1.2.1. Assists with monitoring the operation of the cash registers to ensure the proper accountability of all transactions.

1.3. Balances cash and deposits store receipts as required.

1.4. Assists with the transmission of all required reports.

1.5. Assists with the supervision of all employees.

1.6. Reviews customer concerns and resolves appropriately.

1.7. Maintains facility in a neat, clean and organized fashion at all times.

2. Performs the duties of team members as staffing needs arise.

3. Maintains proper security of all company assets.

4. Assists the Store Manager with store employee meetings as necessary for employees in assigned operation.

5. Assists in ensuring that store equipment is kept in proper working order. Promptly notifies Maintenance Supervisor of defects, or IT Manager of problems relating to the computer systems and e-mail.

6. Contributes to the effectiveness of the store by performing all other tasks as assigned.

SUPERVISORY RESPONSIBILITIES:

Indirectly supervises store team members, volunteers and community service personnel in assigned operation in accordance with the organization's policies and applicable laws.

QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to demonstrate proficiency in meeting competencies required for position; able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill and/or ability required.

EDUCATION and/or EXPERIENCE:

High School Diploma or General Education Degree (GED). Associates degree preferred. Minimum of one year retail experience with at least six months supervisory experience.

OR EQUIVALENT COMBINATION OF EDUCATION AND EXPERIENCE. 

Goodwill of the Finger Lakes and its subsidiaries encourage diversity in the workplace; we are an Equal Opportunity Employer.

Minority/Female/Sexual Orientation/Gender Identity/Veteran/Disability