Thrift Retail Store Key Holder

Job Description

Job Description

Key Holder
Goodwill Greater New York and Northern New Jersey (GWNYNJ)

East Brunswick, NJ

About Us

Goodwill Greater New York and Northern New Jersey (GWNYNJ) believes that the power of work and sustainable fashion is how we unlock the good in our communities. For more than 100 years, we have helped individuals obtain employment, remain employed, and advance their careers throughout New York and Northern New Jersey.

We believe diversity drives innovation and strengthens our workplace. We are committed to fostering an inclusive environment where all employees feel valued, respected, and empowered to contribute fully. We welcome applicants of all backgrounds, identities, experiences, and abilities.

Position Summary

The Key Holder supports the Store Manager in the daily operation of the store and delivers an exceptional customer and donor experience. This role demonstrates leadership by modeling Goodwill NYNJ CARE service standards , driving sales performance, and coaching associates to meet operational and service expectations.

In the absence of the Store Manager, the Key Holder is responsible for executing store operations while maintaining brand standards and a customer‐first environment.

The Awesome Things You’ll Do

Customer Experience & Sales

• Lead a customer‐first, high‐performing team to deliver the full CARE experience
• Greet and engage customers promptly and professionally
• Resolve customer concerns quickly and respectfully, partnering with the Store Manager as needed
• Promote Goodwill brand loyalty by educating customers on the Rewards Program and mission
• Manage customer flow to ensure a positive and engaging shopping experience

Team Leadership & Development

• Lead by example and set service and performance standards
• Coach associates in the moment and provide feedback to support development
• Partner with the Store Manager to train, develop, and retain talented employees
• Communicate employee performance and training needs to leadership

Store Operations

• Execute all store operations in the absence of the Store Manager
• Maintain strong knowledge of company policies and procedures and ensure compliance
• Communicate product needs to the stock team to ensure efficient flow to the sales floor
• Ensure the selling floor, fitting rooms, windows, and displays are clean, organized, and visually aligned with brand standards
• Support enforcement of company policies, procedures, and operational standards

Additional Responsibilities

• Report employee relations issues promptly, partnering with the Store Manager and HR
• Assist with recruiting, onboarding, and training as needed
• Support accurate time and attendance practices
• Ensure dress code and uniform standards are consistently followed
• Perform additional duties as assigned based on business needs

Customer Service Benchmarks

• Greet customers and offer assistance within 30 seconds
• Inform customers of weekly sale colors and new product colors (announcements every 15 minutes)
• Offer shopping carts or baskets
• Maintain a clean, clutter‐free sales floor and fitting rooms
• Answer phones professionally

Our Must‐Haves

• Minimum 1 year of retail supervisory experience required
• High school diploma or equivalent (or combination of education and experience)
• Proven ability to drive individual and store results
• Strong interpersonal, communication, and relationship‐building skills
• Ability to adapt to diverse customer needs
• Strong attention to detail and accuracy
• Ability to multitask in a fast‐paced environment
• Flexible availability, including evenings, weekends, and holidays

Special Working Conditions

• Indoor retail environment
• Physical demands as outlined in the Physical Demand Analysis (PDA)

What We Offer

• Generous paid time off
• Health, wellness, and financial resources
• Comprehensive medical, dental, and vision benefits
• Parental leave and company‐sponsored life insurance
• Retirement matching programs
• Transit and commuter benefits

Goodwill Greater New York and Northern New Jersey (GWNYNJ) believes that the power of work and sustainable fashion is how we unlock the good in our communities. For over 100 years, we have helped people get jobs, stay employed, and progress in careers across New York and Northern New Jersey. We believe that diversity drives innovation and strengthens our workplace. We are committed to fostering our inclusive environment where all employees feel valued, respected, and empowered to contribute fully. We welcome applicants of all backgrounds, identities, experiences, and abilities.

Company Description

Goodwill Greater New York and Northern New Jersey (GWNYNJ) believes that the power of work and sustainable fashion is how we unlock the good in our communities. For over 100 years, we have helped people get jobs, stay employed, and progress in careers across New York and Northern New Jersey. We believe that diversity drives innovation and strengthens our workplace. We are committed to fostering our inclusive environment where all employees feel valued, respected, and empowered to contribute fully. We welcome applicants of all backgrounds, identities, experiences, and abilities.