Retail Service Experience Leader - Flexible Hours

Description Responsibility Level Provides daily direction on the achievement of store goals. Supports planning of associate work assignments. Understand and abides by policies, procedures, and programs. Typically works on projects and tasks that span 1 day – 3 months. Principal Duties Directs a variety of tasks including associate break schedules, production processes, and recovery at the end of the day, among others. Oversee that there is adequate coverage at POS and in donations. Monitor and assist with production quality standards while encouraging team to meet their individual production goals. Function as a service experience leader (SEL). Maintain a safe and orderly work environment; ensure employees operate equipment safely and follow safe work practices. Consistently communicate and implement policies and procedures, reporting concerns to leadership. Resolves employees and first level customer concerns and complaints in a timely manner. Assist in resolving employee and customer concerns and addressing safety/security concerns promptly. Project and Change Management: Effectively plans and manages own work to reliably complete routine job responsibilities. Follows through on learning, skill building, and practice necessary to adapt to change. Problem Solving: Close supervision for completion of routine work, which is regularly reviewed by manager or senior coworker. Work that exceeds “routine” comes with detailed instructions. Technical Skill: Basic knowledge of discipline’s procedures and methods. Understands and applies the fundamentals of customer service. Able to respond to routine requests. Community Engagement: Serves as an ambassador for Goodwill in the wider community. Participates in volunteer opportunities as schedule and interest permit. Responsible for completing other duties/responsibilities as assigned. Requirements Forklift certification, if required at site. Work experience in a retail or production environment is preferred. Work varied schedule and flexible hours. Nights and weekend shifts may be required to meet business needs. Core Cultural Competencies Customer Focus: Independently anticipate and meet customer needs, while searching for ways to improve customer service. Internalize customer feedback, and follow up with customer to ensure problems are solved by providing innovative ideas to meet their future needs. Values Differences: Seeks out the diverse perspectives and talents of others, striving to work effectively with others who have different perspectives, backgrounds or styles. Behave with sensitivity towards differences in cultural norms, expectations, and ways of communicating. Challenge stereotyping or offensive comments. Communicates Effectively: Shares information and updates with others, while ensuring a clear, concise and professional communication through reports, documentation, written and other communications. Listens with interest to what others have to say. Situational Adaptability: Demonstrates flexibility of responses to different situations through adapting to the changing needs, conditions, priorities or opportunities. Monitors how well an approach is working to see if a change is needed, recognizing cues that suggest a change in approach or behavior is needed. Drives Results: Demonstrates a strong drive to achieve meaningful results, through driving tasks to successful completion and closure. Sets high standards for own performance, showing determination in the face of obstacles and setbacks. Ensures Accountability: Takes responsibility and ownership for successes and failures in own work. Monitors progress of performance and changes approach accordingly, following through on commitments. Physical/Sensory Demands Regularly lifts and/or moves up 10 pounds, frequently lifts and/or moves up to 20 pounds, occasionally lifts and/or moves up to 50 pounds. Moves about accomplishing tasks. Lift: Raises objects from lower to higher position or moves objects horizontally. Stoop, kneel crouch or crawl: Positions self to retrieve objects. Reach: Extending upwards or downwards to retrieve objects. Workers are subject to weather conditions (hot, humid, dry, cold etc.). Workers are subject to human blood, body fluids or tissue. Worker is subject to hazards: proximity to dangerous machinery, moving vehicles, electrical currents, chemicals, or high places. Required to stand for extended periods of time, required to hear and respond to warning devices on equipment, vision required for while using computer keyboard and work with written and electronic information and to assess store production and donation center operations, travel required. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Goodwill Greater Milwaukee & Chicago