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 Goodwill of the Finger Lakes.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Serves as Leader on Duty as dictated by schedule:Ensures safe work practices are followed at all timesEnsures the facility is neat, clean, and organized to prevent injury or accident.Ensures employees, volunteers, community service personnel, and others use safe work methods at all times.Assists with supervising the daily cash drawer balances and deposits of store receipts:Assists with monitoring the operation of the cash registers to ensure the proper accountability of all transactions.Balances cash and deposits store receipts as required.Assists with the transmission of all required reports.Assists with the supervision of all employees.Reviews customer concerns and resolves appropriately.Maintains interior and exterior of store in a neat, clean, organized manner (including but not limited to vacuuming, dusting, cleaning bathrooms, mopping floor).Performs the duties of various team member roles as staffing needs arise.Asks every customer for a Round-up donation, maintains a minimum of 25% round up average. Maintains proper security of all company assets.Assists the Store Leader with store employee meetings as necessary for employees in assigned operation.Assists in ensuring that store equipment is maintained in proper working order. Promptly notifies Maintenance Supervisor of defects, or IT Manager of problems relating to the computer systems and e-mail.Contributes to the effectiveness of the store by performing all other tasks as assigned, which include coverage of the donation door, cashiering, and production of donated merchandise.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 perform each essential duty satisfactorily with or without reasonable accommodations. This position is required to work nights, weekends, and holidays.
EDUCATION AND/OR EXPERIENCE:
Associates degree preferred. Minimum of one year retail experience with at least six months supervisory experience.
Or equivalent combination of education and experience.
COMPUTER SKILLS:
Must be proficient in Microsoft Word, Excel, and Outlook.
LANGUAGE SKILLS:
Ability to read and understand documents such as time cards and policy manuals. Ability to write routine reports. Ability to speak effectively and communicate clearly to other employees and customers.MATHEMATICAL SKILLS:
Able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and sales volume. Able to apply basic financial and budgeting concepts.
WORK ENVIRONMENT:
While performing the duties of this job the employee is usually working in a comfortable and store environment. At times this employee may be exposed to the outside environment when receiving donations. The employee will also be exposed to the donation processing area which is a factory-like environment.
SCHEDULING REQUIREMENTS:
Must have open and flexible availability, and be willing to work evenings and weekends.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee must be able to travel for work-related programs and meetings. The employee is required to move stock, climb or balance on step‑ladders; stoop, kneel, crouch or crawl while setting up displays. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. The employee may bend and turn to evaluate donations moving from a bin to a processing table, as needed. The employee may also on occasion need to tag merchandise which requires use of at least one hand.
Physical Demands- Customer Service Team Leader
Frequency
Never
Almost Never
Occasionally
Almost always
Always
Sitting
X
Standing
X
Walking
X
Bending over
X
Crawling
X
Reaching Overhead
X
Crouching
X
Kneeling
X
Balancing
X
Lifting and Carrying
10 lbs. or less
X
11 to 25 lbs.
X
26 to 50 lbs.
X
51 to 75 lbs.
X
76 to 100 lbs.
X
over 100 lbs.
X
Push/ Pull Max Force
0 to 20 lbs.
X
21 to 39 lbs.
X
40 to 59 lbs.
X
60 to 100 lbs.
X
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law
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 Goodwill of the Finger Lakes.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Serves as Leader on Duty as dictated by schedule:Ensures safe work practices are followed at all timesEnsures the facility is neat, clean, and organized to prevent injury or accident.Ensures employees, volunteers, community service personnel, and others use safe work methods at all times.Assists with supervising the daily cash drawer balances and deposits of store receipts:Assists with monitoring the operation of the cash registers to ensure the proper accountability of all transactions.Balances cash and deposits store receipts as required.Assists with the transmission of all required reports.Assists with the supervision of all employees.Reviews customer concerns and resolves appropriately.Maintains interior and exterior of store in a neat, clean, organized manner (including but not limited to vacuuming, dusting, cleaning bathrooms, mopping floor).Performs the duties of various team member roles as staffing needs arise.Asks every customer for a Round-up donation, maintains a minimum of 25% round up average. Maintains proper security of all company assets.Assists the Store Leader with store employee meetings as necessary for employees in assigned operation.Assists in ensuring that store equipment is maintained in proper working order. Promptly notifies Maintenance Supervisor of defects, or IT Manager of problems relating to the computer systems and e-mail.Contributes to the effectiveness of the store by performing all other tasks as assigned, which include coverage of the donation door, cashiering, and production of donated merchandise.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 perform each essential duty satisfactorily with or without reasonable accommodations. This position is required to work nights, weekends, and holidays.
EDUCATION AND/OR EXPERIENCE:
Associates degree preferred. Minimum of one year retail experience with at least six months supervisory experience.
Or equivalent combination of education and experience.
COMPUTER SKILLS:
Must be proficient in Microsoft Word, Excel, and Outlook.
LANGUAGE SKILLS:
Ability to read and understand documents such as time cards and policy manuals. Ability to write routine reports. Ability to speak effectively and communicate clearly to other employees and customers.MATHEMATICAL SKILLS:
Able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and sales volume. Able to apply basic financial and budgeting concepts.
WORK ENVIRONMENT:
While performing the duties of this job the employee is usually working in a comfortable and store environment. At times this employee may be exposed to the outside environment when receiving donations. The employee will also be exposed to the donation processing area which is a factory-like environment.
SCHEDULING REQUIREMENTS:
Must have open and flexible availability, and be willing to work evenings and weekends.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee must be able to travel for work-related programs and meetings. The employee is required to move stock, climb or balance on step‑ladders; stoop, kneel, crouch or crawl while setting up displays. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. The employee may bend and turn to evaluate donations moving from a bin to a processing table, as needed. The employee may also on occasion need to tag merchandise which requires use of at least one hand.
Physical Demands- Customer Service Team Leader
Frequency
Never
Almost Never
Occasionally
Almost always
Always
Sitting
X
Standing
X
Walking
X
Bending over
X
Crawling
X
Reaching Overhead
X
Crouching
X
Kneeling
X
Balancing
X
Lifting and Carrying
10 lbs. or less
X
11 to 25 lbs.
X
26 to 50 lbs.
X
51 to 75 lbs.
X
76 to 100 lbs.
X
over 100 lbs.
X
Push/ Pull Max Force
0 to 20 lbs.
X
21 to 39 lbs.
X
40 to 59 lbs.
X
60 to 100 lbs.
X
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law
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 Goodwill of the Finger Lakes.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Serves as Leader on Duty as dictated by schedule:Ensures safe work practices are followed at all timesEnsures the facility is neat, clean, and organized to prevent injury or accident.Ensures employees, volunteers, community service personnel, and others use safe work methods at all times.Assists with supervising the daily cash drawer balances and deposits of store receipts:Assists with monitoring the operation of the cash registers to ensure the proper accountability of all transactions.Balances cash and deposits store receipts as required.Assists with the transmission of all required reports.Assists with the supervision of all employees.Reviews customer concerns and resolves appropriately.Maintains interior and exterior of store in a neat, clean, organized manner (including but not limited to vacuuming, dusting, cleaning bathrooms, mopping floor).Performs the duties of various team member roles as staffing needs arise.Asks every customer for a Round-up donation, maintains a minimum of 25% round up average. Maintains proper security of all company assets.Assists the Store Leader with store employee meetings as necessary for employees in assigned operation.Assists in ensuring that store equipment is maintained in proper working order. Promptly notifies Maintenance Supervisor of defects, or IT Manager of problems relating to the computer systems and e-mail.Contributes to the effectiveness of the store by performing all other tasks as assigned, which include coverage of the donation door, cashiering, and production of donated merchandise.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 perform each essential duty satisfactorily with or without reasonable accommodations. This position is required to work nights, weekends, and holidays.
EDUCATION AND/OR EXPERIENCE:
Associates degree preferred. Minimum of one year retail experience with at least six months supervisory experience.
Or equivalent combination of education and experience.
COMPUTER SKILLS:
Must be proficient in Microsoft Word, Excel, and Outlook.
LANGUAGE SKILLS:
Ability to read and understand documents such as time cards and policy manuals. Ability to write routine reports. Ability to speak effectively and communicate clearly to other employees and customers.MATHEMATICAL SKILLS:
Able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and sales volume. Able to apply basic financial and budgeting concepts.
WORK ENVIRONMENT:
While performing the duties of this job the employee is usually working in a comfortable and store environment. At times this employee may be exposed to the outside environment when receiving donations. The employee will also be exposed to the donation processing area which is a factory-like environment.
SCHEDULING REQUIREMENTS:
Must have open and flexible availability, and be willing to work evenings and weekends.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee must be able to travel for work-related programs and meetings. The employee is required to move stock, climb or balance on step‑ladders; stoop, kneel, crouch or crawl while setting up displays. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. The employee may bend and turn to evaluate donations moving from a bin to a processing table, as needed. The employee may also on occasion need to tag merchandise which requires use of at least one hand.
Physical Demands- Customer Service Team Leader
Frequency
Never
Almost Never
Occasionally
Almost always
Always
Sitting
X
Standing
X
Walking
X
Bending over
X
Crawling
X
Reaching Overhead
X
Crouching
X
Kneeling
X
Balancing
X
Lifting and Carrying
10 lbs. or less
X
11 to 25 lbs.
X
26 to 50 lbs.
X
51 to 75 lbs.
X
76 to 100 lbs.
X
over 100 lbs.
X
Push/ Pull Max Force
0 to 20 lbs.
X
21 to 39 lbs.
X
40 to 59 lbs.
X
60 to 100 lbs.
X
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law
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 Goodwill of the Finger Lakes.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Serves as Leader on Duty as dictated by schedule:Ensures safe work practices are followed at all timesEnsures the facility is neat, clean, and organized to prevent injury or accident.Ensures employees, volunteers, community service personnel, and others use safe work methods at all times.Assists with supervising the daily cash drawer balances and deposits of store receipts:Assists with monitoring the operation of the cash registers to ensure the proper accountability of all transactions.Balances cash and deposits store receipts as required.Assists with the transmission of all required reports.Assists with the supervision of all employees.Reviews customer concerns and resolves appropriately.Maintains interior and exterior of store in a neat, clean, organized manner (including but not limited to vacuuming, dusting, cleaning bathrooms, mopping floor).Performs the duties of various team member roles as staffing needs arise.Asks every customer for a Round-up donation, maintains a minimum of 25% round up average. Maintains proper security of all company assets.Assists the Store Leader with store employee meetings as necessary for employees in assigned operation.Assists in ensuring that store equipment is maintained in proper working order. Promptly notifies Maintenance Supervisor of defects, or IT Manager of problems relating to the computer systems and e-mail.Contributes to the effectiveness of the store by performing all other tasks as assigned, which include coverage of the donation door, cashiering, and production of donated merchandise.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 perform each essential duty satisfactorily with or without reasonable accommodations. This position is required to work nights, weekends, and holidays.
EDUCATION AND/OR EXPERIENCE:
Associates degree preferred. Minimum of one year retail experience with at least six months supervisory experience.
Or equivalent combination of education and experience.
COMPUTER SKILLS:
Must be proficient in Microsoft Word, Excel, and Outlook.
LANGUAGE SKILLS:
Ability to read and understand documents such as time cards and policy manuals. Ability to write routine reports. Ability to speak effectively and communicate clearly to other employees and customers.MATHEMATICAL SKILLS:
Able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and sales volume. Able to apply basic financial and budgeting concepts.
WORK ENVIRONMENT:
While performing the duties of this job the employee is usually working in a comfortable and store environment. At times this employee may be exposed to the outside environment when receiving donations. The employee will also be exposed to the donation processing area which is a factory-like environment.
SCHEDULING REQUIREMENTS:
Must have open and flexible availability, and be willing to work evenings and weekends.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee must be able to travel for work-related programs and meetings. The employee is required to move stock, climb or balance on step‑ladders; stoop, kneel, crouch or crawl while setting up displays. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. The employee may bend and turn to evaluate donations moving from a bin to a processing table, as needed. The employee may also on occasion need to tag merchandise which requires use of at least one hand.
Physical Demands- Customer Service Team Leader
Frequency
Never
Almost Never
Occasionally
Almost always
Always
Sitting
X
Standing
X
Walking
X
Bending over
X
Crawling
X
Reaching Overhead
X
Crouching
X
Kneeling
X
Balancing
X
Lifting and Carrying
10 lbs. or less
X
11 to 25 lbs.
X
26 to 50 lbs.
X
51 to 75 lbs.
X
76 to 100 lbs.
X
over 100 lbs.
X
Push/ Pull Max Force
0 to 20 lbs.
X
21 to 39 lbs.
X
40 to 59 lbs.
X
60 to 100 lbs.
X
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law
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 Goodwill of the Finger Lakes.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Serves as Leader on Duty as dictated by schedule:Ensures safe work practices are followed at all timesEnsures the facility is neat, clean, and organized to prevent injury or accident.Ensures employees, volunteers, community service personnel, and others use safe work methods at all times.Assists with supervising the daily cash drawer balances and deposits of store receipts:Assists with monitoring the operation of the cash registers to ensure the proper accountability of all transactions.Balances cash and deposits store receipts as required.Assists with the transmission of all required reports.Assists with the supervision of all employees.Reviews customer concerns and resolves appropriately.Maintains interior and exterior of store in a neat, clean, organized manner (including but not limited to vacuuming, dusting, cleaning bathrooms, mopping floor).Performs the duties of various team member roles as staffing needs arise.Asks every customer for a Round-up donation, maintains a minimum of 25% round up average. Maintains proper security of all company assets.Assists the Store Leader with store employee meetings as necessary for employees in assigned operation.Assists in ensuring that store equipment is maintained in proper working order. Promptly notifies Maintenance Supervisor of defects, or IT Manager of problems relating to the computer systems and e-mail.Contributes to the effectiveness of the store by performing all other tasks as assigned, which include coverage of the donation door, cashiering, and production of donated merchandise.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 perform each essential duty satisfactorily with or without reasonable accommodations. This position is required to work nights, weekends, and holidays.
EDUCATION AND/OR EXPERIENCE:
Associates degree preferred. Minimum of one year retail experience with at least six months supervisory experience.
Or equivalent combination of education and experience.
COMPUTER SKILLS:
Must be proficient in Microsoft Word, Excel, and Outlook.
LANGUAGE SKILLS:
Ability to read and understand documents such as time cards and policy manuals. Ability to write routine reports. Ability to speak effectively and communicate clearly to other employees and customers.MATHEMATICAL SKILLS:
Able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and sales volume. Able to apply basic financial and budgeting concepts.
WORK ENVIRONMENT:
While performing the duties of this job the employee is usually working in a comfortable and store environment. At times this employee may be exposed to the outside environment when receiving donations. The employee will also be exposed to the donation processing area which is a factory-like environment.
SCHEDULING REQUIREMENTS:
Must have open and flexible availability, and be willing to work evenings and weekends.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee must be able to travel for work-related programs and meetings. The employee is required to move stock, climb or balance on step‑ladders; stoop, kneel, crouch or crawl while setting up displays. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. The employee may bend and turn to evaluate donations moving from a bin to a processing table, as needed. The employee may also on occasion need to tag merchandise which requires use of at least one hand.
Physical Demands- Customer Service Team Leader
Frequency
Never
Almost Never
Occasionally
Almost always
Always
Sitting
X
Standing
X
Walking
X
Bending over
X
Crawling
X
Reaching Overhead
X
Crouching
X
Kneeling
X
Balancing
X
Lifting and Carrying
10 lbs. or less
X
11 to 25 lbs.
X
26 to 50 lbs.
X
51 to 75 lbs.
X
76 to 100 lbs.
X
over 100 lbs.
X
Push/ Pull Max Force
0 to 20 lbs.
X
21 to 39 lbs.
X
40 to 59 lbs.
X
60 to 100 lbs.
X
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law
SUMMARY:
Provide outstanding customer service in a contact center operation, with proficiency in handling inbound & outbound calls for assigned account/contract. Complete customer order requests and fulfillment, data entry, maintain customer database, research and resolve customer problems. Conduct product satisfaction and customer surveys; follow-up with customers accordingly.
Core competencies needed to be successful in this job include: Dealing with Ambiguity, Compassion, Composure, Customer Focus, Excellent written and verbal communication skills, Ethics and Values, Function/Technical Skills, Listening and Self Development
ESSENTIAL DUTIES AND RESPONSIBILITIES
Must be able to work assigned contract hours. Various shifts typically include hours during a timeframe of 8:00am to 9:00pm, seven days a week, and holidays.Manage and respond to contract traffic (telephone calls, emails, faxes, etc.) using customer-oriented etiquette. Address customer issues, assuring that contract service levels and objectives are met.Demonstrated success with outbound callingGreet callers, establish rapport, and project professional tone within established service standards.Schedule and place follow-up calls/e-mails in response to customer inquiries, with little to no supervision.Must be able to maintain strict confidentiality of sensitive information.Process customer orders and initiate order requisitions.Complete fulfillment and distribution of customer materials and documents.Utilize prescribed software to document, process and/or track all customer data and follow-up.Confer with departments or carrier personnel to expedite and/or trace missing or delayed shipments.Work with Customer Service Team to attain serviceability improvement and process enhancements.Contribute to the overall efficiency and effectiveness of the department and the organization by performing all other duties as assigned.
OTHER SKILLS AND ABILITIES:
Effective and professional interpersonal skills.Working knowledge of computers, primarily Microsoft Office applications and internet browsers including Inter Explorer, Google Chrome, & Fire Fox.Flexible and adaptable to change.Ability to interact well in a team environment.Must be self-motivating and dependable.Able to multitask and support at least three independent contracts.Have exceptional organizational skills.Strong attention to detail.
QUALIFICATIONS:
To perform this job successfully, an individual must be 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:
Associates Degree in related field preferred. Minimum of three years experience in customer service and/or Call Center industry.
Or an equivalent combination of education and experience.
LANGUAGE SKILLS:
Bilingual representatives speaking Spanish are strongly preferred.
Ability to clearly communicate concepts, processes and methods to enhance learning and skill building. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS:
Ability to gather and interpret statistical data. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects or keyboard and reach with hands and arms. The employee is occasionally required to stand, walk, and sit. The employee must regularly lift and/or move up to 10 pounds and may occasionally lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law
Read LessSUMMARY:
The Multi-Location 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 Goodwill of the Finger Lakes. Store location will change based on staffing requirements.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Serves as Leader on Duty as dictated by schedule:Ensures safe work practices are followed at all timesEnsures the facility is neat, clean, and organized to prevent injury or accident.Ensures employees, volunteers, community service personnel, and others use safe work methods at all times.Assists with supervising the daily cash drawer balances and deposits of store receipts:Assists with monitoring the operation of the cash registers to ensure the proper accountability of all transactions.Balances cash and deposits store receipts as required.Assists with the transmission of all required reports.Assists with the supervision of all employees.Reviews customer concerns and resolves appropriately.Performs the duties of various team member roles as staffing needs arise.Maintains proper security of all company assets.Assists the Store Manager with store employee meetings as necessary for employees in assigned operation.Maintains interior and exterior of store in a neat, clean, organized manner (including but not limited to vacuuming, dusting, cleaning bathrooms, mopping floor)Assists in ensuring that store equipment is maintained in proper working order. Promptly notifies Maintenance Supervisor of defects, or IT Manager of problems relating to the computer systems and e-mail.Contributes to the effectiveness of the store by performing all other tasks as assigned, which include coverage of the donation door, cashiering, and production of donated merchandise.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 perform each essential duty satisfactorily with or without reasonable accommodations. This position is required to work nights, weekends, and holidays. Reliable transportation to and from each assigned location (which may vary) is required.
EDUCATION AND/OR EXPERIENCE:
Associates degree preferred. Minimum of one year retail experience with at least six months supervisory experience.
Or equivalent combination of education and experience.
COMPUTER SKILLS:
Must be proficient in Microsoft Word, Excel, and Outlook.
LANGUAGE SKILLS:
Ability to read and understand documents such as time cards and policy manuals. Ability to write routine reports. Ability to speak effectively and communicate clearly to other employees and customers.MATHEMATICAL SKILLS:
Able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and sales volume. Able to apply basic financial and budgeting concepts.
WORK ENVIRONMENT:
While performing the duties of this job the employee is usually working in a comfortable and store environment. Store location will change based on staffing requirements.
At times this employee may be exposed to the outside environment when receiving donations. The employee will also be exposed to the donation processing area which is a factory-like environment.
SCHEDULING REQUIREMENTS:
This position requires flexible scheduling including days, weekends, and holidays. This position will cover multiple locations and does require on call hours.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee must be able to travel for work-related programs and meetings. The employee is required to move stock, climb or balance on step‑ladders; stoop, kneel, crouch or crawl while setting up displays. The employee must frequently lift and/or move up to 50 pounds. The employee may bend and turn to evaluate donations moving from a bin to a processing table, as needed. The employee may also on occasion need to tag merchandise which requires use of at least one hand.
Physical Demands- Customer Service Team Leader
Frequency
Never
Almost Never
Occasionally
Frequently
Always
Sitting
X
Standing
X
Walking
X
Bending over
X
Crawling
X
Reaching Overhead
X
Crouching
X
Kneeling
X
Balancing
X
Lifting and Carrying
10 lbs. or less
X
11 to 25 lbs.
X
26 to 50 lbs.
X
51 to 75 lbs.
X
76 to 100 lbs.
X
over 100 lbs.
X
Push/ Pull Max Force
0 to 20 lbs.
X
21 to 39 lbs.
X
40 to 59 lbs.
X
60 to 100 lbs.
X
Read LessSUMMARY:
Provide outstanding customer service in a contact center operation, with proficiency in handling inbound & outbound calls for assigned account/contract. Complete customer order requests and fulfillment, data entry, maintain customer database, research and resolve customer problems. Conduct product satisfaction and customer surveys; follow-up with customers accordingly.
Core competencies needed to be successful in this job include: Dealing with Ambiguity, Compassion, Composure, Customer Focus, Excellent written and verbal communication skills, Ethics and Values, Function/Technical Skills, Listening and Self Development
ESSENTIAL DUTIES AND RESPONSIBILITIES
Must be able to work assigned contract hours. Various shifts typically include hours during a timeframe of 8:00am to 9:00pm, seven days a week, and holidays.Manage and respond to contract traffic (telephone calls, emails, faxes, etc.) using customer-oriented etiquette. Address customer issues, assuring that contract service levels and objectives are met.Demonstrated success with outbound callingGreet callers, establish rapport, and project professional tone within established service standards.Schedule and place follow-up calls/e-mails in response to customer inquiries, with little to no supervision.Must be able to maintain strict confidentiality of sensitive information.Process customer orders and initiate order requisitions.Complete fulfillment and distribution of customer materials and documents.Utilize prescribed software to document, process and/or track all customer data and follow-up.Confer with departments or carrier personnel to expedite and/or trace missing or delayed shipments.Work with Customer Service Team to attain serviceability improvement and process enhancements.Contribute to the overall efficiency and effectiveness of the department and the organization by performing all other duties as assigned.
OTHER SKILLS AND ABILITIES:
Effective and professional interpersonal skills.Working knowledge of computers, primarily Microsoft Office applications and internet browsers including Inter Explorer, Google Chrome, & Fire Fox.Flexible and adaptable to change.Ability to interact well in a team environment.Must be self-motivating and dependable.Able to multitask and support at least three independent contracts.Have exceptional organizational skills.Strong attention to detail.
QUALIFICATIONS:
To perform this job successfully, an individual must be 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:
Associates Degree in related field preferred. Minimum of three years experience in customer service and/or Call Center industry.
Or an equivalent combination of education and experience.
LANGUAGE SKILLS:
Bilingual representatives speaking Spanish are strongly preferred.
Ability to clearly communicate concepts, processes and methods to enhance learning and skill building. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS:
Ability to gather and interpret statistical data. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects or keyboard and reach with hands and arms. The employee is occasionally required to stand, walk, and sit. The employee must regularly lift and/or move up to 10 pounds and may occasionally lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law
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