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Customer Service Associate (Third Key) - City of Mercer Island ( Job # 19-0033)

Minimum Salary: $17.00 per hour
Maximum Salary: $17.00 per hour
Employment Type: Full Time
Department: Youth and Family Services
Open until filled.
(Open to current employees and the general public.)

Summary

As a Retail Customer Service with 3rd key responsibilities you’ll be responsible for the delivery of excellent customer service, overseeing cashier operations, stocking and merchandising the Mercer Island Thrift Shop.

The Mercer Island Thrift Shop is a nonprofit business that values a culture of community involvement, solid employee development, and reducing our community footprint on the planet through resale; the best form of recycling. As a bustling group of 40 volunteers, management team and work study students, we are proud that we provide the major source of funding for Mercer Island Youth & Family Services (MIYFS). If you’re looking for a positive place to learn and grow, this position is a great foot in the door to a nonprofit mission that touches every generation in our community. You can learn more about the thrift shop and MIYFS at www.mercerislandthrift.org/about.

 
WORK HOURS:     40 hours per week - Will be required to work non-standard workweeks and shifts to include days, evenings, weekends, special events and/or holidays.
 
HIRING RANGE:    $17.00/hour DOE + Great Benefits – Contract position through 12/31/2020

Essential Job Functions

Customer Service

  • Provide customer service throughout the sales floor by greeting and assisting customers. Respond to and resolve customer inquiries and complaints in a timely and empathetic manner.
  • Monitor, direct and prioritize all store front-end activities in a fast-paced, high-volume traffic, retail environment. Coordinate sales floor coverage and breaks to achieve optimum customer service levels.
  • Train new volunteers and employees by providing knowledge of sales floor and merchandising tasks.
  • Promote an internal culture of transparency and an awareness of loss control and shrink.
  • Stock, maintain and help to revamp the sales floor.
  • 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.
  • Alert the store management team and police/fire regarding any illegal behavior, thefts, injuries, accidents etc.

Cashier Operations

  • Manage customer traffic by providing speedy and efficient checkouts.
  • Train new cashiers and provide feedback and coaching to achieve accuracy in money handling and friendly service.
  • Provide cashier loss control training and address issues as they arise.
  • Audit and distribute tills for each shift and oversee close-outs for each cashier.
  • Maintain clean and orderly checkout area.
  • Monitor cashier and restroom supplies and order as necessary.
  • Inform cashiers of special procedures and promotions for seamless customer service.

Facilitate Good Communication

  • Demonstrate and communicate proper knowledge of store policies.
  • 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.

Supervise Store Operations

  • Supervise all aspects of the store in the absence of the Operations Coordinator and the Business Coordinator by assigning retail sales coverage, production work and breaks.
  • Reconcile store deposits 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.
  • Ensure donation center and production operations covered.
  • 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.
  • Ability to drive a City vehicle, possess a current and valid Washington State driver's license and good driving record.
  • 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.
  • 2 years of retail experience including cashiering, customer service, merchandising and stocking.
  • Experience as team leader of volunteers and/or paid staff.
  • Excellent customer service skills.
  • Effective in leading change within work groups.
  • Adaptable, flexible and can adjust to changing situations.
  • 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 and reporting functions.
  • Proficient in Outlook, Word and Excel.
  • Demonstrated work ethic with consistent attendance and punctuality.
  • Ability to effectively and calmly handle conflicts and emergency situations.
Physical Abilities and Working Conditions
  • Open availability Sunday through Saturday is required.
  • 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 50 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.
Other 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.

Attachments

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