JOB SUMMARY

The lead customer service associate (LCSA) for Goodwill Industries of Lane and South Coast Counties and Alaska (Goodwill) supports store operations by providing support and training to frontline team members. This role ensures smooth day-to-day operations across donation receiving, production, and sales floor functions. The LCSA serves as a positive role model, delivering excellent customer service while helping the team meet sales, service, and production goals in alignment with Goodwill’s mission and values.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sufficient proficiency in English to effectively communication with customers, coworkers, and supervisors, including the ability to read, comprehend and respond to written and verbal instructions.
• Provide training, coaching, and daily mentorship to team members across donation receiving, processing, and cashiering functions.
• Support a culture of respect and professionalism by supporting consistent expectations, messages, and standards across the team. Promote alignment with store leadership and contribute to a cohesive, collaborative work environment.
• Meet or exceed Goodwill’s customer service expectations, including Mystery Shop goals.
• Perform all responsibilities of the Customer Service Associate (CSA) role.
• Ensure efficient and timely flow of goods from donation area through production to the sales floor.
• Monitor and maintain safety and loss prevention standards across all areas.
• Report needs or performance concerns, safety issues, injuries, suspicious activity or policy violations to management.
• Serve as a role model by demonstrating professionalism, teamwork, initiative, and adherence to policies.
• Serve as point of contact for questions from CSAs during operations.
• Support onboarding of new CSAs by demonstrating key tasks and expectations.

EXPERIENCE

Must be 18 years of age or older.

Six months of related experience in retail, production, or customer service, including leadership or trainer experience preferred.

Employees wishing to be promoted to lead positions should be trained and well versed in all areas of the lead position.

EDUCATION

No minimum education requirements.

CERTIFICATES, LICENSES, REGISTATIONS

Must become certified in CPR/First Aid and on equipment (e.g., forklift, pallet jack, tilter) as needed.

PHYSICAL DEMANDS OF WORK REQUIREMENTS

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly lift 10-35 pounds and/or move up to 100 pounds with assistance.
• Stand and/or walk for extended periods (up to 8 hours/day).
• Frequently lift, carry, push, pull, bend, stoop, twist, crouch, and climb.
• Use hands to feel objects, tools, or controls, and reach with hands and arms.
• Use of vision (near, distance, peripheral, depth perception, color) with the ability to adjust focus.
• Required to talk and hear clearly.
• DOT Strength Classification: Medium.