POSITION OVERVIEW:Donor Experience Lead will assist store/site manager by providing leadership and training to assigned donation personnel. Donor Experience Lead performs and trains the following duties both independently and as a member of a team. Accept donated goods from the public and provide excellent customer service in accordance with all Goodwill SEGA SOP’s. Maintain work area in a neat and orderly manner both inside and outside. Assist in other areas of the operation as needed to meet the needs of the business. Must adhere to Goodwill SEGA rules, policies, and safety procedures.ESSENTIAL FUNCTIONS AND MAJOR RESPONSIBILITIES:
Ensure that assigned site provides outstanding customer service to every donor every time.
Supervises the daily activities and staff of assigned site.
Ensure that all donors are greeted in a prompt, friendly, and courteous manner within 10 seconds; ensures donors receive assistance when unloading donations, offer tax receipts and maintain accurate daily counts of donations.
Assist manager with scheduling assignments; always providing site coverage.
Assists with and oversees the training of new attendants at assigned sites. Provides development opportunity to staff by providing ongoing training and feedback.
Conducts huddles and safety trainings with staff.
Ensures Donation site is clean and organized.
Ensures Donation site has necessary supplies and maintenance is up to date.
Collaborates with the Transportation Department to ensure site’s needs are met.
Submits, reviews and completes all assigned paperwork on a weekly basis.
Safeguards all donations and company property from damage and theft. Treats all donations and company property with respect and care.
Complies with and ensures that all assigned staff comply with all SOP’s.
Addresses donor/customer concerns. If unable to resolve immediately refers the concern to their Coordinator or Manager. Documents and reports any concerns or issues in a prompt and timely manner.
Performs other miscellaneous tasks as assigned or directed.
QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:
HS diploma/GED or any job-related experience that will provide the necessary knowledge, skill, and abilities to be able to perform the essential functions of the position.
Possess good eyesight and color definition.
Good interpersonal communication skills.
Ability to quickly assess goods and determine appropriate routing.
Functional reading and writing skills.
Ability to use hand truck.
Ability to work a flexible schedule including nights and weekends.