SUMMARY:
Provides friendly, fast, accurate and safe customer service. As the main point of contact for someone donating items to Goodwill, outstanding customer service and the ability to move quickly is required. Follows guidelines to accept, receive and sort donations received from the public. Assist with material handling by moving full and empty containers/gaylords using pallet jacks. Assists with the maintenance of a clean and organized work environment to ensure safe working area for co-workers and donors. May be required to work as a processor at times.
REPORTS TO:
DGR Store Management
ESSENTIAL DUTIES and RESPONSIBILITIES:
Consistently arrives at work and on time; notifies the DGR Store Management of absence in advance.
Demonstrates a professional, presentable appearance, including adherence to dress code and positive attitude.
Follows all safety procedures including:
a. Being knowledgeable of and utilizing PPE as required for the position and the job duties.
b. Becomes familiar with and uses proper handling techniques and equipment to ensure safe handling of merchandise. Safely and properly operates a pallet jack and in some cases a baler.
c. Becomes familiar with and uses safe lifting techniques.
Becomes familiar with and follows, the DGR Purpose Statement, DGR Guiding Principles and Goodwill Values as well as Goodwill NLA policies and procedure.
Safeguards company property (including donated goods) and employees. Reports any incident of accident, theft, fraud, waste or unauthorized possession of company property to the DGR Store Manager, the same day as the incident.
Answers store telephone and provide announcements via paging system and takes messages as necessary.
Follows guidelines in greeting donors, including:
a. Provides friendly, fast, accurate and safe customer service to all customers (internal and external). Promptly greets the donors at the donation door.
b. Distinguishes unsalable items based on Goodwill NLAs established criteria and tactfully declines them giving explanation as to decision.
c. Assists donors by unloading their donations from their vehicle, brings the donations into the donation area.
d. Prepares and provides each donor with an accurate donation receipt based on Goodwill NLA directions.
e. Effectively communicates the Goodwill mission and general information to our donors as needed.
f. Exercise sound judgment when dealing with customers, making decisions that positively affect both donors and Goodwill NLA. Listens to customers complaints politely and refers them to management for appropriate resolution.
Accurately records donation totals on daily record sheet.
Keeps area outside and inside of building clean and neat at all times; keeps aisle ways clear of debris or merchandise at all times. Maintain a clean and organized work environment to ensure safe working area for co-workers and donors.
Safely pre-sorts items according to predetermined classification or criteria marking containers with proper label. Sorts trash to proper container. Breaks down all cardboard boxes to be recycled.
Assists truck drivers or other Goodwill representatives in loading/unloading product in a safe and efficient manner.
Assists with fast and efficient processing by supplying the processing area with raw product to process and rotating full totes/gaylords/buggies of outlet product with empty totes/gaylords/buggies.
Assists in regularly scheduled cleanings and maintains office areas, sales floor, processing area, restrooms and break room.
Assists with the transfer of processed merchandise from the back room to sales floor.
Assists with the material moving of donated furniture including:
a. Unloading donated furniture from donor vehicles.
b. Moving donated furniture to the sales floor after it is priced.
c. Assisting customers move purchased furniture as far as the Goodwill curb (but not load into customer vehicles).
Responsible for following opening and closing procedures.
Attends all meetings and training sessions and participates in simulated safety drills as required by Goodwill NLA.
Performs other duties as assigned that would lead to successful operation of department, team and/or mission; including
a. May be required to work in the processing area to sort, grade and price donated items; process and hang clothes as necessary.
QUALIFICATIONS:
Education and/or Experience: High school diploma/GED or equivalent combination of education and experience. Prior customer service experience preferred.
Screenings: A background screening will be completed as a condition of employment.
SKILLS
Safety and Security: Observes safety and security procedures including the appropriate use of PPE and safe lifting; reports potentially unsafe conditions; uses equipment and materials properly.
Customer Service: Responds promptly to customer needs; responds to requests for service and assistance.
Teamwork: Gives and welcomes feedback; contributes to building a positive team spirit; supports the mission of the Goodwill; ability to maintain self-control and deal effectively with customers, co-workers and management.
Computer Skills: Basic computer use knowledge.
Mathematical: Simple math skills (counting, basic addition and subtraction) with reasonable accommodations.
Communication: Ability to read documents such as safety rules and procedure manuals; responds well to questions; participates in meetings; treats others with respect and consideration regardless of their status or position.
Reasoning Ability: Includes appropriate people in decision-making processes; makes timely decisions; uses time efficiently; adapts to changes in the work environment; takes responsibility for own actions.
Development: Strives to continuously build knowledge and skills; volunteers readily; seeks increased responsibilities; asks for and offers help when needed.
PHYSICAL AND WORK ENVIROMENT REQUIREMENTS
The physical/environmental demands 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.
While performing the duties of this job, the employee is:
Must be able to withstand prolonged considerable physical exertion including standing, bending, lifting and stretching up to 8 hours per day.
Must be able to perform repetitive hand and wrist motions for more than 75% of the shift.
Must be able to handle, feel and occasionally smell objects to determine quality and condition.
Must be able to talk and hear well enough to successfully communicate with customers and co-workers.
Must have vision corrected to within normal limits and be able to correctly identify colors.
May occasionally be required to sit, climb or balance, stoop, kneel, crouch, or crawl.
Must be able to lift and/or move objects up to 25 pounds regularly and 5
