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 Associate Store Team Leader is responsible for the overall day-to-day operations of the store assuring that 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.
Subscribes to and promotes Goodwill's mission and values. Functions as an active Retail Division team member to achieve organization and department goals.
Competencies needed to be successful in this job include: Customer Focus, Developing Others, Interpersonal Skills, Self Development, Communication & Collaboration, Process/Project Management, Sense of Urgency, Business Acumen and Functional/Technical Skills.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Under the direction of the Director of Donated Goods Retail, manages the fiscal and operational functions of assigned store. Partners with People Resources, Finance and Logistics to accomplish people, loss prevention, and safety responsibilities. The Associate Store Team Leader is specifically responsible for:The financial and operational status for assigned stores including people, sales, productivity, programs, safety, etc. as required and within timeframes;Delivers results to key metrics:
Achieves budgeted revenue goal;Achieves revenue to expense ratio target;Delivers budgeted surplus target; Adheres to percent labor to sales metric; andEnsures compliance with Organization Safety standards.Ensures that all store team members are trained and up-to-date in required Goodwill operating policies, required in-store safety programs and on-the-job training experiences; Demonstrates the highest level of customer service in all activities;Reviews customer concerns and resolves them appropriately within established guidelinesSubmits required information on production, distribution of labor, safety, and any team member related paperwork as required and within stated timeframes;Liaise with People Resources on employee relations issues for Store to ensure fair employee practices that are aligned with Goodwill’s mission, vision and values.Assures that loss prevention programs are adhered to, implemented in-store and are within Goodwill established standards.Manages a broad range of store activities: Ensures that established standards, plans, plan-o-grams, and advertising/signage are implemented and maintained; Ensures polite and courteous acceptance of donations.Ensures complete processing of donations, both hard goods and clothing.Monitors the stock level of store merchandise and works with Assistant Team Leaders to adjusts as necessary:Reviews applications, interviews, selects and completes new hire process for team members.Prepares employee schedules and ensures adequate staffing is maintained for the store and stays within the boundaries of payroll budget through the store metrics; andConducts team members performance reviews with input from other members of retail management, and director of DGR for retail management.Trains and develops retail management teams for growth and more responsibility.Ensures safe work practices are followed at all times:Ensures 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.Provides safety training to all new employees and administers on-going training to all store personnel.Adheres to organizational values, ensuring that they are practiced daily in all store operations and interactions.Ensures effective communication with store team, program participants, community and customers. Acts as a positive role model for employees, trainees, and customers in all aspects of professional performance;Cooperates with Workforce Development and People Resources departments to maximize the benefits of those services to retail employees.Ensures that store equipment is kept in proper working order. Promptly notify Maintenance Supervisor of defects, or IT Manager of problems with computer systems and e-mail.Maintains interior and exterior of store in a neat, clean, organized manner (including but not limited to vacuuming, dusting, cleaning bathrooms, mopping floor)Contributes to the overall effectiveness of Goodwill of the Finger Lakes and the retail store by completing all other tasks as assigned.SUPERVISORY RESPONSIBILITIES:
Manages members of the store management team, who supervise processes and procedures and team members in assigned operations. Is responsible for the overall direction, coordination and evaluation of this store. Also manages non‑supervisory employees.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
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:
Bachelor’s Degree or equivalent preferred. A minimum of four years' progressive business experience required, retail experience required. Minimum of two years supervisory experience required.
Or equivalent combination of education and experience.
COMPUTER SKILLS:
Must be proficient in Word, Excel and Outlook.
LANGUAGE SKILLS:
Able to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Writes business correspondence. Presents information and responds to questions from groups of managers, clients, customers and the general public. Employee must be an effective communicator.
MATHEMATICAL SKILLS:
Able to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages and sales volume. Able to apply financial and budgeting concepts.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
While performing the duties of this job, the employee occasionally works in outside weather conditions while receiving donations or traveling between sites. The employee is occasionally exposed to dusts, molds and dirt while handling donated materials and to extreme cold in the backroom during the winter. The noise level in the work environment is usually moderate.
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.
Physical Demands- Associate Store Team Leader
Frequency
Never
Almost Never
Occasionally
Frequently
Often
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 LessThe Customer Service Team Leader for Donor Acquisition provides on-site operational support across multiple ADC locations to ensure a positive, efficient, and mission-aligned donor experience. This role serves as a flexible team resource, assisting at various sites as needed, supporting donation flow, and helping maintain smooth daily operations. The Team Leader helps train new hires, reinforces service expectations, and models consistent Living Goodwill BLUE behaviors. Additional responsibilities include supporting special donation pickups by safely operating the box truck, assisting with donor acquisition initiatives, and performing other duties as assigned to strengthen donor satisfaction and operational continuity.
ESSENTIAL DUTIES & RESPONSIBILITIES
RESPONSIBILITY
% OF TIME
SUMMARY
Customer Service & Donation Intake
15%
Provide exceptional customer service to all donors, ensuring a welcoming, efficient, and mission-aligned experience.Greet donors, assist with unloading items, issue donation receipts, and answer donor questions.Maintain professionalism and model Living Goodwill BLUE standards at all times.Cover locations when necessary.Donation Processing & Reporting
15%
Assist in sorting, staging, and preparing donations for processing in accordance with ADC guidelines.Support accurate logging of donation counts, weights, and categories to ensure proper reporting.Communicate any irregular or high-value donations to site leadership as required.Donation Acquisition & Assessments
10%
Support donation acquisition initiatives by assisting with special pickups, community partnerships, and outreach activities.Drive the box truck safely to complete scheduled pickups as needed.Conduct basic site or donor-related assessments to ensure quality and suitability of incoming donations.Safety & Compliance
10%
Follow all safety protocols and ensure the safe movement, loading, and handling of donated materials.Maintain awareness of hazards and immediately report safety concerns to leadership.Adhere to organizational policies, including Code of Conduct and all ADC operational standards.Production & Quality
10%
Assist in organizing, moving, and preparing product to support production goals.Ensure donations are processed efficiently and meet quality standards before transfer to the retail pipeline.Support the flow of goods to minimize backlogs and improve operational output.ADC Cleanliness & Organization
10%
Maintain a clean, safe, and organized work environment inside and outside the ADC.Monitor donation areas, backroom spaces, and equipment to ensure proper upkeep.Support daily, weekly, and monthly cleaning routines as required.Training & Onboarding New Employees
20%
Assist in the training and onboarding of new ADC team members.Demonstrate proper donation intake, safety procedures, and customer service expectations.Provide guidance and support to help new employees build confidence and competence in their roles.Acting as Leader on Duty
10%
Serve as the point of contact when the site supervisor or team leader is unavailable.Support daily operational decision-making within the scope of the role.Communicate issues, updates, or operational needs to leadership promptly and accurately.
REQUIRED EDUCATION AND EXPERIENCE: High school diploma preferred. Experience with Microsoft Outlook and SharePoint preferred. Computer skills including data entry, email, and mobile device usage required.
LANGUAGE SKILLS:
Ability to read and understand documents such as timecards and policy manuals.Ability to problem-solve and make decisions independently as required.Ability to seek out internal and external resources to accomplish desired results.Ability to read, write, communicate verbally, and perform basic mathematical skills related to the job.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.
While performing the duties of this job, the employee is usually working in a donation processing area, which is a factory-like environment. At times, this employee may be exposed to the outside environment when receiving donations.
PHYSICAL AND WORKING ENVIRONMENT
Rarely (less than 0.5 hours per day)
Continually (5.6 - 8.0 hours per day)
Occasionally (0.6 - 2.5 hours per day)
Frequently (2.6 - 5.5 hours per day)
N/A = Not Applicable
Weight: Up to 10Ibs; Up to 20lbs; Up 35lbs; Up to 50lbs; Greater than 50lbs
Activity
Rarely, Occasionally, Frequently, Continuously or N/A
Weight
Stationary Standing
Frequently
Sitting
Occasionally
Walking
Frequently
Crawling
Rarely
Balancing
Rarely
Lifting/Carrying
Frequently
20-40 lbs
Pushing/Pulling
Occasionally
20-40 lbs
Bending
Occasionally
Squatting
Occasionally
Kneeling
Occasionally
Twisting/Turning
Occasionally
Climb
Rarely
Stoop
Occasionally
Overhead Reaching
Occasionally
Typing/Keyboarding
Occasionally
Driving (car/equipment)
Occasionally
Critical Thinking/Organization
Frequently
Talking on Phone
Frequently
Talking in Person
Frequently
Hearing in Person
Frequently
ADDITIONAL CONSIDERATIONS:
TRAVEL & SCHEDULE: This position is required to work evenings, weekends, and holidays.
A valid NYS driver’s license is required. The position will be based at a primary Attended Donation Center, but the work will involve regular travel to other ADCs and program locations. Day-to-day assignments may vary, including driving the truck and providing support at different sites depending on operational needs. Position requires flexibility to travel throughout the Goodwill of the Finger Lakes territory.
Goodwill of the Finger Lakes is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
Read LessThe cashier is responsible for general store related duties including operating a cash register, providing excellent customer service, and maintaining a clean, neat and safe work environment. This position may also be cross-trained and responsible for duties including, but not limited to, sorting, pricing, and stocking merchandise.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Greet customers in a friendly and enthusiastic manner within 10 seconds of arrival.Maintain a friendly, helpful attitude toward the customer. Must possess professional service oriented etiquette at all times.Assist customers in locating and selecting merchandise. Address customer concerns in a courteous and respectful manner, while following retail policies. Seek assistance of supervisor, when necessary, to resolve concerns. Record sales using the cash register while properly packaging merchandise.Asks every customer for a Round-up donation, maintains a minimum of 25% round up average. Ensure accurate payment collection.Maintain proper cash balance in assigned till per over/under policy.Maintain the sales floor, merchandise displays and other inventory in a clean, neat, and safe manner. Stocks the sales floor with newly processed merchandise, fitting room go-backs, and new good items as directed.Maintains interior and exterior of store in a neat, clean, organized manner (including but not limited to vacuuming, dusting, cleaning bathrooms, mopping floor).Act as a positive member of the team at the store by receiving and providing ideas or concerns to coworkers and management in a timely and supportive fashion.Perform other duties as assigned by supervisor.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:
High school diploma or GED preferred. Previous retail experience preferred
LANGUAGE SKILLS:
Ability to read and understand documents such as receipts, time cards, policy manuals. Ability to write routine reports. Ability to speak effectively and communicate clearly to other employees and customers.MATHEMATICAL SKILLS:
General math skills required.
AVAILABILITY:
Must have open and flexible availability, and be willing to work evenings and weekends.
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.
PHYSICAL DEMANDS:
Physical Demands- Cashier
Frequency
Never
Rarely
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
Goodwill of the Finger Lakes is an Equal Opportunity Employer.
Minority/Female/Sexual Orientation/Gender Identity or Expression/Veteran/Disability
Read LessThe 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
Please note: Individual must be legally Blind for consideration
SUMMARY:
Provide all necessary services and expert solutions as prescribed by EPA in responding to federal, state and local governments, the general public and private sectors in response to issues involving the National Lead Information Center, Federal Lead Based Paint Program Information Help Line, and Toxic Substance Control Act. Explain and apply regulations, laws and complex policies to carry out assignments. Have the flexibility to change assignments as volume dictates. Access data using a computerized system; maintain customer database, research and follow-up with customers accordingly.
Subscribes to and promotes Goodwill of the Finger Lakes’ mission, vision and values. Functions as an active Call Center team member to achieve organization and department goals.
Core competencies needed to be successful in this job include: Dealing with Ambiguity, Composure, Customer Focus, Ethics and Values, Function/Technical Skills, Listening, Organizing, Patience, and Self Development.
ESSENTIAL DUTIES AND RESPONSIBILITIES.
Other duties may be assigned.
Provide all necessary services and expert solutions as prescribed by EPA in responding to federal, state and local governments, the general public and private sectors in response to issues involving the National Lead Information Center, Federal Lead Based Paint Program Information Help Line, and Toxic Substance Control ActExplain and/or reference applicable codes of federal regulations, laws and complex policies to carry out assignmentsHave the flexibility to change assignments as volume dictatesMust be able to work contract hours and flexible to work rotating shifts.Answer inbound calls using customer-oriented telephone etiquette, greets callers, establishes rapport, and projects professional tone. Manage and respond to all contract traffic (telephone calls, emails, faxes, etc.) within established service standards.Operate a workstation to obtain and extract information from various prescribed sources and thoroughly document information, activities and changes in the database.Become a subject matter expert in one area with the knowledge enough to back up the other areas as needed. Competently analyze and prioritize information to make appropriate recommendations. Communicate technical information related to lead poisoning, federal lead based paint program and/or the Toxic Substance Control Act. Respond to customer inquiries by referring to published materials. Places follow-up calls/emails in response to customer inquiries. Work with EPA Team to attain serviceability improvement and process enhancements.Performs standardized or prescribed assignments involving a sequence of related procedures.Follows standard work methods on recurring assignments but receives explicit instructions on unfamiliar assignments.Performs at this level one or a combination of such typical duties asFollowing specific instructions, giving detailed explanations, and providing comprehensive recommendations.Providing information service, such as answering questions regarding inquires/procedures.Contribute to the overall efficiency and effectiveness of the department and the organization by performing all other duties as assigned.Must be able to demonstrate proficiency in Microsoft Office Products and Internet Navigation, familiarity with adaptive technology (JAWS and/or Zoomtext) applications. Ability to interact well in a team environment.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. Individual must be legally Blind.Strong written and verbal communication skillsEDUCATION and/or EXPERIENCE:
Associate’s Degree in related field preferred. A minimum of two years of experience in customer service/call center industry and/or an equivalent combination of education and experience. Proficiency in Microsoft Office and Internet navigationFamiliarity with adaptive technology (JAWS & ZoomText)LANGUAGE SKILLS:
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 business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
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. 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/moderate.
The ADC Donor Greeter is responsible for including but not limited to general donation center related duties such as; accepting donations, providing excellent customer service, and maintaining a clean, neat, and safe work environment. This position is also responsible for sorting, cleaning, and packaging merchandise to be shipped and sold at stores. In some instances you may also be responsible for stocking merchandise and conducting sales.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Assist customers in bringing donations inside. Ensure accurate donation log reporting.Records donations using the daily tracking methods.Sorts donations into proper equipment for processing and transportation. Properly labels all equipment.Responsible for assisting in loading and unloading of merchandise and equipment onto/off trucks as needed. Ensure safety procedures are followed during packing and movement of equipment.Maintain a friendly, helpful attitude toward the customer. Must possess professional service oriented etiquette at all times.Greet customers in a friendly and enthusiastic manner within 10 seconds of arrivalAddress customer concerns in a courteous and respectful manner, while following retail policies. Seek assistance of supervisor, when necessary, to resolve concerns. Maintains interior and exterior of store in a neat, clean, organized manner (including but not limited to vacuuming, dusting, cleaning bathrooms, mopping floor)Act as a positive member of the team at the store by receiving and providing ideas or concerns to coworkers and management in a timely and supportive fashion.Sort, test, and clean items for quality and processing.Ensure accurate payment collection if necessary. Perform other duties as assigned by supervisor.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 weekends and holidays.
EDUCATION AND/OR EXPERIENCE:
High school diploma or GED preferred. Previous retail experience preferred.
LANGUAGE SKILLS:
Ability to read and understand documents such as receipts, time cards, policy manuals. Ability to write routine reports. Ability to speak effectively and communicate clearly to other employees and customers.MATHEMATICAL SKILLS:
General math skills required.
WORK ENVIRONMENT:
While performing the duties of this job the employee is usually working in a comfortable environment. At times, this employee will be exposed to the outside environment when receiving donations. The employee may be in a solitary work environment.
AVAILABILITY:
Must have open and flexible availability, and be willing to work evenings, weekends, and holidays.
PHYSICAL DEMANDS:
Physical Demands- ADC Donor Greeter
Frequency
Never
Rarely
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
Goodwill of the Finger Lakes is an Equal Opportunity Employer.
Minority/Female/Sexual Orientation/Gender Identity or Expression/Veteran/Disability
SUMMARY:
The District Manager provides strategic leadership, operational oversight, and performance management for all retail stores within an assigned district. This role ensures consistent execution of organizational standards, drives operational excellence, and supports store leadership teams in achieving sales, service, and productivity goals. As a senior leader within the Retail Division, the District Manager plays a key role in shaping a cohesive, mission‑aligned retail environment and contributes to long‑term organizational planning and continuous improvement.
COMPETENCIES: Success in this role requires strong business acumen, strategic thinking, talent development, customer focus, operational expertise, and advanced analytical skills. Exemplifies the organizational values – Live Goodwill B.L.U.E.
ESSENTIAL DUTIES & RESPONSIBILITIES
OVERSEE THE DAILY OPERATIONAL NEEDS OF THE DISTRICT (60%)
District Operations Leadership
Oversee daily operations across all stores, ensuring consistent execution of organizational standards and operational excellence. Lead districtwide planning, prioritization, and coordination of initiatives that support sales growth, customer experience, and efficiency. Conduct regular store visits to assess performance, ensure compliance, and provide coaching and corrective guidance.Financial & Business Performance
Own district level financial results, including revenue, labor management, expense control, and profitability. Analyze financial and operational data to identify trends, risks, and opportunities; develop action plans with Store Team Leaders. Ensure all stores meet or exceed budget expectations through effective planning, forecasting, and resource allocation. Prepare required reports and conduct quarterly business reviews with senior leadership.Customer Experience & Community Engagement
Champion a districtwide culture of exceptional customer service and mission aligned engagement. Support Store Team Leaders in coaching teams on service expectations and customer interaction. Address escalated customer concerns professionally and ensure timely, satisfactory resolution. Represent Goodwill of the Finger Lakes in community partnerships and district level events.Sales, Merchandising & Marketing Execution
Collaborate with Store Team Leaders to execute district level sales, merchandising, and marketing strategies. Monitor performance of promotions and programs, ensuring consistent execution and identifying opportunities for improvement.Operational Efficiency & Process Improvement
Lead implementation of new programs, systems, and operational processes across the district. Identify operational gaps and partner with cross functional teams to improve efficiency, productivity, and consistency.Safety, Compliance & Loss Prevention
Ensure all stores maintain a safe, clean, and organized environment for employees, customers, volunteers, and program participants. Hold Store Team Leaders accountable for enforcing safety practices and adhering to all policies, procedures, and regulatory requirements. Oversee districtwide safety training and ensure ongoing compliance. Monitor loss prevention trends and support stores in implementing corrective actions to reduce shrink and protect assets.SUPERVISES EMPLOYEES IN ACCORDANCE WITH THE ORGANIZATION’S POLICIES AND APPLICABLE LAWS (40%)
Leadership, Oversight & Accountability
Provide direct supervision to Store Team Leaders and indirect leadership to all store employees, volunteers, WEP workers, and program participants within the district. Ensure all team members understand and adhere to company policies, procedures, operational standards, and performance expectations. Establish clear daily, weekly, and monthly performance goals for each store and hold leaders accountable for achieving budgeted results. Delegate responsibilities effectively, prioritize district needs, and support Store Team Leaders in problem-solving and decision-making. Model Goodwill’s mission, values, honesty, and integrity, setting the standard for professional behavior, customer service, and workplace culture.Talent Development & Succession Planning
Coach, mentor, and develop Store Team Leaders to strengthen leadership capability, operational performance, and readiness for advancement. Identify high potential employees and support succession planning to ensure leadership depth across all stores and build a strong talent pipeline. Conduct performance evaluations for Store Team Leaders and guide them in evaluating and developing their teams. Partner with Store Team Leads and People Resources to address performance concerns, support employee development, and administer disciplinary actions when necessary.Recruitment, Onboarding & Training
Lead districtwide recruitment efforts to attract and hire strong, mission aligned store leadership and team members. Oversee onboarding and training programs to ensure new employees receive consistent, high-quality instruction and are set up for success. Conduct regular leadership meetings to keep teams informed, engaged, and aligned with organizational goals, initiatives, and expectations.Workforce Planning & Staffing Management
Oversee workforce planning and scheduling across all stores to ensure optimal staffing levels that support business needs and customer demand. Monitor labor utilization and staffing effectiveness, ensuring alignment with budgeted labor targets and operational requirements. Support Store Team Leaders in building flexible, capable teams that can adapt to changing business needs.Culture Building & Team Engagement
Foster a positive, inclusive, team-oriented culture across all stores, promoting collaboration, accountability, and continuous improvement. Reinforce Goodwill’s mission and values through daily interactions, leadership presence, and consistent communication. Ensure store environments support employee engagement, customer satisfaction, and community connection.Financial Leadership
Manage and control district level budgets, including labor, expenses, and revenue targets, ensuring financial accountability across all locations. Provide guidance to Store Team Leaders on financial decision-making, resource allocation, and operational efficiency.ALL OTHER PROJECTS AS ASSIGNED BY SUPERVISOR
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 EXPERIENCE:
Associate degree required, bachelor's degree preferred, or equivalent education and experience. Minimum 3 years of experience working in a retail environment with multi-units preferred. Minimum 2 years’ experience with E-Commerce listing/buying/selling practices and procedures preferred. Proficient in Microsoft Word, Excel, and Outlook.
LANGUAGE SKILLS:
Able to read and write reports, compile data as needed. Communicates effectively with others and provides essential customer service duties either verbally or written, through paper and digital methods.
REASONING ABILITY:
Able to define problems, collect data, establish facts, and draw valid conclusions. Able to interpret instructions furnished in written, oral or diagram form.
PHYSICAL DEMANDS:
While performing the duties of this job, the employee is regularly required to sit or stand for extended periods of time, work in multiple locations each week, and work extensively with computers. The employee will be required to frequently lift and/or move up to 5 – 20 pounds. The employee needs to have reasonable mobility.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee typically encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate. This position works within multiple retail settings and may be exposed to outside weather conditions between buildings and our offices, or through warehouse bays.
ADDITIONAL CONSIDERATIONS:
TRAVEL: Expected to report to multiple retail stores regularly throughout their week to connect and train store leadership and team members. May be expected to report to other locations outside of their assigned area periodically.
Goodwill of the Finger Lakes is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
The Donor Greeter is responsible for general donation door related duties including accepting donations, providing excellent customer service, and maintaining a clean, neat, and safe work environment. They are also responsible for the separation of goods by category at the donation door.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Assist customers in bringing donations inside. Ensure accurate donation log reporting.Sorts donations into proper equipment for processing and transportation. Properly labels all equipment.Responsible for assisting in loading and unloading of merchandise and equipment onto/off trucks as needed. Ensure safety procedures are followed during packing and movement of equipment.Maintain a friendly, helpful attitude toward the customer. Must possess professional service oriented etiquette at all times.Greet customers in a friendly and enthusiastic manner within 10 seconds of arrivalHandle customer concerns in a courteous and respectful manner, while following retail policies. Seek assistance of supervisor, when necessary, to resolve concerns. Maintains interior and exterior of store in a neat, clean, organized manner (including but not limited to vacuuming, dusting, cleaning bathrooms, mopping floor)Act as a positive member of the team at the store by receiving and providing ideas or concerns to coworkers and management in a timely and supportive fashion.Perform other duties as assigned by supervisor.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:
High school diploma or GED preferred. Previous retail experience preferred
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:
General math skills required.
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.
AVAILABILITY:
Must have open and flexible availability, and be willing to work evenings, weekends, and holidays.
Physical Demands:
Physical Demands- Donor Greeter
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
Goodwill of the Finger Lakes is an Equal Opportunity Employer.
Minority/Female/Sexual Orientation/Gender Identity or Expression/Veteran/Disability
Read LessThe ADC Donor Greeter is responsible for including but not limited to general donation center related duties such as; accepting donations, providing excellent customer service, and maintaining a clean, neat, and safe work environment. This position is also responsible for sorting, cleaning, and packaging merchandise to be shipped and sold at stores. In some instances you may also be responsible for stocking merchandise and conducting sales.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Assist customers in bringing donations inside. Ensure accurate donation log reporting.Records donations using the daily tracking methods.Sorts donations into proper equipment for processing and transportation. Properly labels all equipment.Responsible for assisting in loading and unloading of merchandise and equipment onto/off trucks as needed. Ensure safety procedures are followed during packing and movement of equipment.Maintain a friendly, helpful attitude toward the customer. Must possess professional service oriented etiquette at all times.Greet customers in a friendly and enthusiastic manner within 10 seconds of arrivalAddress customer concerns in a courteous and respectful manner, while following retail policies. Seek assistance of supervisor, when necessary, to resolve concerns. Maintains interior and exterior of store in a neat, clean, organized manner (including but not limited to vacuuming, dusting, cleaning bathrooms, mopping floor)Act as a positive member of the team at the store by receiving and providing ideas or concerns to coworkers and management in a timely and supportive fashion.Sort, test, and clean items for quality and processing.Ensure accurate payment collection if necessary. Perform other duties as assigned by supervisor.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 weekends and holidays.
EDUCATION AND/OR EXPERIENCE:
High school diploma or GED preferred. Previous retail experience preferred.
LANGUAGE SKILLS:
Ability to read and understand documents such as receipts, time cards, policy manuals. Ability to write routine reports. Ability to speak effectively and communicate clearly to other employees and customers.MATHEMATICAL SKILLS:
General math skills required.
WORK ENVIRONMENT:
While performing the duties of this job the employee is usually working in a comfortable environment. At times, this employee will be exposed to the outside environment when receiving donations. The employee may be in a solitary work environment.
AVAILABILITY:
Must have open and flexible availability, and be willing to work evenings, weekends, and holidays.
PHYSICAL DEMANDS:
Physical Demands- ADC Donor Greeter
Frequency
Never
Rarely
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
Goodwill of the Finger Lakes is an Equal Opportunity Employer.
Minority/Female/Sexual Orientation/Gender Identity or Expression/Veteran/Disability
