Customer Service Specialist1 for Gilroy Store

Customer Service Specialist for Gilroy Store

Gilroy Store 131 - Gilroy, CA 95020

Description

Founded in Santa Clara County in 1928, Goodwill of Silicon is dedicated to improving employment opportunities, increasing standards of living, providing economic independence, and restoring our clients' sense of self-worth. We achieve this through workforce creation, vocational training, and environmental stewardship. With 18 retail stores, an online store, an extensive reuse/recycling operation, and our Contract Services division, we help individuals overcome barriers to employment, build sustainable lives and communities.

The Customer Service Specialist I (CSS I) is an entry-level retail position responsible for delivering friendly and respectful customer service while learning Goodwill store operations. This role focuses on building foundational skills in customer interactions, merchandising, store cleanliness, and basic cash handling.

Job Responsibilities

• Provide courteous and professional customer service, greeting customers and responding to inquiries promptly.
• Responsible for cash register operation, sales/monetary transactions, opening/closing procedures.
• To maintain positive customer and employee relations; reporting any problems/complaints immediately to the store manager or member of management.
• To assist with inventory, display, merchandising and placement of donated and new product on the sales floor, store color pulls and price adjustments.
• To assist with recovery, picking/straightening up or arranging merchandise and housekeeping tasks (including restrooms) to ensure a neat, clean and safe working environment, and maintaining merchandise in assigned areas of the store.
• To become familiar with and use proper handling techniques and equipment to ensure safe handling of merchandise.
• To become familiar with and follow store policies and procedures as well as general company policies.
• To be aware of possible damage, theft, or potential safety hazards, report observations immediately to the store manager.
• Adheres to company procedures and reports any observed non-compliance to the appropriate supervisor.
• Educate and encourage customers to participate in the round-up program.
• Educate and encourage customers to participate in the Customer Ambassador Program.
• Retrieve priced products from the back room and ensure they are properly stocked, organized, and displayed on the sales floor according to store standards SOP.
• Perform store pull color rotations weekly as directed by management or as assigned.
• Invite customers to complete the satisfaction survey at the close of each eligible interaction, while maintaining professionalism.
• Invite customers to complete the CAP (Customer Ambassador Program) survey at the close of each eligible interaction, while maintaining professionalism.
• Performs other duties as requested.

Responsibilities may be added, deleted or changed at any time at the management's discretion, formally or informally either orally or in writing.

Key Performance Indicator

• When assigned to put away production, team members are expected to achieve a minimum productivity rate of one (1) rack of clothing per 35 minutes or one (1) bin of hardlines (HL) per 35 minutes of assigned time.
• When assigned to glass, team members are expected to complete one (1) glass cart per 20 minutes of assigned time.
• Employee must receive at least 1 CAP survey per month with their name mentioned, while inviting customers to complete surveys.
• Educate and encourage customers to participate in the round-up or monetary donation program, with the expectation of achieving a minimum 35% participation rate based on the total number of monthly transactions.
• Complete 100% of assigned color-coded pull sections in a timely manner to support proper inventory rotation and ensure sales floor merchandise aligns with current promotional cycles.
• When assigned to cash register duties, follow all cash handling procedures and ensure accurate processing of transactions with full compliance to company policy.

Qualifications

Job Requirements

• Knowledge of general arithmetic (adding/subtracting) is required
• Ability to follow directions and work cooperatively with others

Preferred Qualifications

• Retail sales and /or cash handling experience strongly desired
• Basic ability to read and write in English

Equipment Used

• Ten-key or calculator, telephone, personal computer, printer, fax machine, cash register
• Pushcarts, boxes, barrels, hand trucks, z-racks, clothing/display racks, mattress carts.

Aptitudes/Skills/Temperament

• Ability to maintain self-control and deal effectively with the public and work in cooperation with co-workers.
• Ability to tactfully explain decisions or present information clearly, as it pertains to store policies.
• Ability to perform arithmetic, and count money/change quickly and accurately.
• Ability to learn and accurately perform opening/closing procedures, cash register operation and related paperwork quickly and accurately as they pertain to store operations.
• Ability to coordinate hand-eye-foot movements to safely handle and/or move merchandise to minimize damage, eliminating hazards and accidents/injuries.
• Ability to move hands and fingers quickly to count money/change and operate cash registers.
• Ability to accept directions, follow procedures and perform both repetitive and varied duties without loss of composure or efficiency.
• Ability to understand and communicate clearly in English.

Working Conditions

• Work is performed on an enclosed storeroom floor. The area is heated and ventilated. Stores have a receiving area where work is performed on a daily basis
• Dust and dirt are controlled by daily cleaning and are insignificant. Working/standing surface is uniform. Noise and vibrations are not significant; however, radios and televisions may be turned on

Emotional Effort

• Moderate: Occasional short deadlines. The work environment is occasionally hectic with occasional high activity, with great emphasis on teamwork

Physical Requirements

• Fast work pace with constant standing and walking
• The job involves light physical work demands requiring lifting 30 lbs maximum with frequent lifting and/or carrying objects weighing up to 10lbs. Large or heavy items are moved by using appropriate material handling equipment and/or with assistance from co-worker. Safety handling procedures must be followed.
• Normal or corrected talking, hearing, and seeing abilities are sufficient to perform required tasks.

Goodwill of Silicon Valley is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law