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Customer Service Associate (Third Key) - City of Mercer Island ( Job # 17-0031)

This job is closed.

Minimum Salary: $14.00 per hour
Maximum Salary: $15.00 per hour
Employment Type: Temporary
Department: Youth and Family Services
Open until filled.
(Open to current employees and the general public.)


General Responsibilities

The Customer Service Associate is responsible for the delivery of excellent customer service and assisting with front line supervision duties including opening and closing the store.  This position requires nonstandard work week shifts to include evenings, weekends, special events and holidays.  Typical work weeks are 29 hours: Sunday 11:00 am to 5:30 pm, and Monday through Thursday 2:00 pm to 7:30 pm. Participation in PERS retirement benefits is included. If you're looking for a place to learn and grow, this position provides a great foot in the door to a nonprofit career that is fun, creative, and supports a great mission. Learn more about the mission of Mercer Island Youth & Family Services at

CLOSES:                           Open Until Filled – Applications Reviewed as Received

WORK HOURS:                 Up to 29 hours per week, five days/week - Will be required to work non-standard workweeks and shifts to include days, evenings, weekends, special events and/or holidays.

HOURLY RANGE:            $14.00 - $15.00/hour + Department of Retirement (PERS)

Essential Job Functions

Essential Functions of Frontline Leader for Customer Service, Sales and Loss Control¯ Lead the team in customer service and sales and be accessible to customers to resolve issues.
¯ Coordinate sales floor coverage and breaks to achieve optimum customer service.
¯ Provide orientation for customer service associates in concepts for sales and loss control.
¯ Document and track weekly store sales performance to increase customer conversion rates, average sales, and items per sale.
¯ Promote an internal culture of transparency and an awareness of loss control and shrink.
¯ Manage exits, isles and walkways to be kept clear of objects 100% of the time.
¯ Ensure that housekeeping and zoning standards are consistently maintained. Coordinate closing task check lists to ensure that the sales floor and cashier areas are properly zoned and clean.
¯ Be familiar with surveillance system and ensure that cameras views are appropriately capturing activity in the store.
¯ Alert the store management team and police/fire regarding any illegal behavior, thefts, injuries, accidents etc.

Supervise Cashier Operations
¯ Oversee shift coverage and facilitate substitutes as necessary.
¯ Facilitate cash register and loss control training and follow up with cashiers as relevant.
¯ Ensure that cashiers are informed of special procedures and promotions for seamless customer service.
¯ Act as the primary cashier point person for customer service, cashier assistance and cashier shift closeouts. Monitor and promote individual accountability of cash drawer close outs for every shift.
¯ Oversee the housekeeping of the cashier department including the control room and ensure supplies are ordered and in place.

Facilitate Good Communication
¯ Focus on connecting with customers and ensure that sales floor staff are facilitating a good customer experience.
¯ Form a daily work plan with goals for your team.
¯ Check in with volunteers and staff members. Anticipate and support volunteers with special needs.
¯ Reward your team and participate in volunteer recognition activities.
¯ Ensure that sales floor print media standards are being met and the relevant in store marketing materials are in place.
¯ Maintain, utilize and promote a communication center to provide consistent direction and expectations for team members.
¯ Resolve issues and conflicts as they arise while keeping the store management team informed.
¯ Participate in monthly store core team meetings and volunteer meetings.
¯ Pass the baton – keep your management team informed on the status of projects, breaks, attendance issues and team member performance.

Oversee Store Operations on Sundays
¯ Supervise all aspects of the store in the absence of store management.
¯ Complete banking functions and record keeping before deadlines, safeguarding cash at all times.
¯ Monitor the attendance of student employees, calling them at home if they are late or absent. Attempt to fill the shifts of persons who are sick or absent to ensure that customer service levels and the daily operations of the store are appropriately attended to.
¯ Be accessible to cashiers and customers to address various issues.
¯ Rotate through the store to assist with customer service and ensure that the appearance of the sales floor is maintained and replenished.
¯ Be familiar with all employee and volunteer policies and procedures. Be available to guide those who are unfamiliar or have questions.
¯ Handle shoplifting situations and other emergencies and escalate to authorities.
¯ Resolve restroom issues and other facility maintenance.
¯ Must have regular and predictable work attendance to fulfill the essential functions of the job.
¯ Performs other duties as assigned.

Desired Qualifications

¯ High school diploma or G.E.D.
¯ Experience as team leader of volunteers and/or paid staff
¯ Excellent customer service skills
¯ Effective in leading work groups
¯ Adaptable, flexible and can adjust to changing situations
¯ Transparent learner
¯ Ability to plan, organize and carry out multiple work tasks
¯ Ability to work in a fast paced environment and make decisions quickly
¯ Ability to maintain a calm demeanor during periods of high volume
¯ Strong problem solving skills
¯ Ability to work effectively with volunteers of all ages
¯ Ability to interact effectively with people of diverse background and circumstances
¯ Experience using a point of sale system
¯ Demonstrated work ethic with consistent attendance and punctuality
¯ Ability to effectively and calmly handle conflicts and emergency situations

Physical Abilities and Working Conditions

¯ This position requires nonstandard work weeks in scheduling to include evenings and weekends.
¯ This position requires considerable physical exertion in an environment which includes handling and movement of a wide variety of used goods, including furniture.
¯ Ability to work around dust and allergy-aggravating used merchandise
¯ Ability to lift and carry 40 lbs. using appropriate lifting techniques and moving aids
¯ Open availability to work a flexible schedule including early mornings, evenings, weekends, holidays and periods with lower staff coverage.
¯ Ability to write or type information for others to read
¯ Ability to listen and communicate verbally to volunteers, staff, and the public
¯ Ability to abide by the City’s smoke and drug free working environment policy
¯ Ability to work in a two story building, going up and down stairs frequently

General City Requirements

¯ Ability to drive a City vehicle, possess a current and valid Washington State driver's license and good driving record. Evidence of a good driving record is a condition of employment and a complete driving abstract will be required.
¯ Completion of a Nationwide and Washington State criminal history background check is required in order to determine any past conviction history of crimes against persons, sexual assault or exploitation, and sexual or physical abuse. Must be able to pass a thorough background check as required by the Child/Adult Abuse Information Act.
¯ Completion of an I-9 Form, documenting eligibility to work in the United States.

Nonprofit Organization Information

Founded in 1970, Mercer Island Youth and Family Services is a department of the City of Mercer Island providing a variety of human services for Mercer Island citizens.  The mission of MIYFS is “to provide, coordinate and advocate for affordable, high quality human services for the citizens of Mercer Island”.  Our philosophy is that coordinated community resources can help build stronger and healthier families and community by enhancing strengths, identifying problems and choices and sharing resources.

Assistance - We provide a safety net for Island residents experiencing a crisis.
Support - We provide programs that improve the health and well-being of all Island residents.
Development - We empower Islanders to grow, enrich and strengthen our community.

Mercer Island Thrift Shop (MITS) is a nonprofit business operated by Mercer Island Youth and Family Services, a department of the City of Mercer Island. The primary mission of MITS is to raise money to support the programs of Mercer Island Youth and Family Services.

 Through the execution of this mission, MITS also provides:
- Quality goods to customers of all income levels
- Volunteer opportunities that enable people to:
- become an active part of the Mercer Island community
- gain useful skills and job experience
- fulfill work, school or court ordered community service
- A place for Mercer Island residents to donate and recycle their household goods


Mercer Island Thrift Shop
7710 SE 34th Street
Mercer Island, WA 98040