Donor Acquisition Customer Service Team Lead

Job Description

Job Description

The 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.