SENIOR CUSTOMER SERVICE ASSOCIATE, RETROSPECT

Job DetailsJob Location: Retrospect Store - Philadelphia, PA 19147Position Type: Part-TimeEducation Level: NoneSalary Range: $18.00 - $18.00 HourlyTravel Percentage: NoneJob Shift: AnyJob Category: RetailPOSITION PURPOSE

The Senior Customer Service Associate is responsible for the oversight, leadership and achievement for the sales floor and obtaining set sales goals. The Senior Customer Service Associate directs all aspects relating to the daily operations of the sales floor, leading the team and driving the business. Key responsibilities include building, leading, and retaining motivated, high performing teams through effective leadership of Customer Service Associates. The Senior Customer Service Associate maintains standards of excellent customer service, delivering customer service with respect, dignity, and building loyalty to the Retrospect brand. The position is a member of the Retail Team.

SPECIFIC DUTIES

Follow all Goodwill policies and safety procedures. Must possess professional etiquette.
Executes retail operations plan to achieve required targeted growth in daily, monthly, quarterly, and yearly goals for profit, revenue, and production for Retrospect Vintage. Know how to create schedules, submit monthly petty/gas forms, and analyze monthly Profit/Loss reports.
Opens and closes store. Reconciles and balances all daily paperwork. Processes sales transactions and customer returns.
Engages customers successfully using the following steps:

Greet every customer 5 feet from you.
Focus on your customer.
Maintain a clean, neat, and organized store.
Walk, Talk, and Show.
Thank your customer for supporting our free job training and education initiatives.
Listen and respond appropriately to all customer concerns.
Engage customers at the register.
Effectively manage your register line.
Use good phone etiquette and answer within 3 rings.
Provide short, clear, timely announcements.


Ensures that the store complies with all policies and procedures relating to Loss prevention and Safety; influences any changes necessary to meet requirements, ensuring minimum risk to staff members and the business.
Regular attendance is required.
Assists store leadership with performance management (coaching, discipline, and performance improvement plans) of store personnel.
Maintains the day-to-day operations of the store including managing and meeting employee and customer needs.
Vintage knowledge of clothing, furniture, and housewares, across all eras. Knowledge of current trends and up-to-date knowledge of product and location in store.
Available to receive weekly deliveries.
Creates innovative visuals including outfits, furniture scenes, and window displays.
Responsible for submitting payroll each Sunday by 11:00 AM.
Provides regular mentoring, training, and coaching to develop skills of Customer Service Associates.
Utilizes web resources to research unfamiliar labels/maker’s marks to ensure proper pricing.
Daily oversight of Instagram activity. Familiar with customer orders from Etsy, Depop, and Instagram.
Serves as Field Safety Officer, completes monthly safety meetings and addresses safety issues within the building (repairs, slipping hazards, etc.).
Anticipates shop needs (i.e. - product, supplies, etc.). Place supply orders, work orders for repairs.
Form relationships with our regulars.
Works to de-escalate customer situations while finding an appropriate solution; involves upper management as needed.
Coordinates efforts with various Goodwill divisions.
Maintains interior and exterior of store in a neat, clean, and orderly manner (includes vacuuming, dusting, cleaning bathrooms, mopping floors, washing windows, etc.)
Must maintain a clean and neat personal appearance at all times. Must wear company issued uniform.
All other essential duties as assigned.

Benefits Overview:

Benefit eligibility is tied to whether you are a full-time employee or part-time employee. 

Full-time employees, after satisfying the new hire waiting period, are eligible for Medical, Prescription, Dental, Vision, Life, Accidental Death & Dismemberment, Short-Term Disability, Long-Term Disability, PTO/Holidays, Discounts, Credit Union, Voluntary Benefits, and Mylo. 

Part-time employees scheduled to work between 30 and 37.5 hours per week, after satisfying the new hire waiting period, are eligible for Medical, Prescription, PTO, Discounts, Credit Union, Voluntary Benefits, and Mylo. 

Part-time employees scheduled to work less than 30 hours per week, after satisfying the new hire waiting period, are eligible for PTO, Discounts, Credit Union, Voluntary Benefits, and Mylo. Qualifications
JOB QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities