Customer Service Representative

3 weeks ago


Lewis Center, Ohio, United States MARION GOODWILL INDUSTRIES INC Full time
Job Description

The Customer Service Representative role is crucial in delivering exceptional customer experiences, treating all donations with care, maintaining a clean and organized store environment, and demonstrating respect at all times.

As a key member of the store team, you will have a direct impact on the success of your store, which in turn affects the success and outcomes of our Programs and Mission Department. Your successful completion of all job responsibilities will directly impact all team members in the store, the leadership team, your direct supervisor, customers, donors, and participants.

Key Responsibilities:
  • Implementing G.R.A.T.I.S and other procedures:
  1. When accepting donations, use G.R.A.T.I.S (Greet, Receipt, Assist, Thank, Invite Back, and Sort) to complete job processes efficiently.
  2. Sort through clothing, accessories, shoes, furniture, and other items to determine their usage.
  3. As assigned, accurately stock product to the sales floor.
  4. As assigned, complete weekly pulls and remove items from the computer to keep product fresh.
  5. Using the 5-second rule, make decisions on whether an item is to be sold, salvaged, sent to eCommerce, or discarded.
Interactions with customers and employee expectations:
  1. Answer the store phone and professionally page coworkers when needed.
  2. Offer customer assistance in all areas of the store as needed.
  3. Complete the 5-minute drill at the end of each shift to ensure the area is stocked, cleaned, and ready for the next team member.
  4. Greet every customer within 10 seconds of entry and offer help.
Maintain safety & security measures:
  1. Safe handling of merchandise and blue bins.
  2. Report any incidents and unsafe working conditions immediately to the supervisor on duty.
  3. Sanitize appropriate merchandise and record in the State Sterifab log.
  4. Follow through with all state and federal health regulations and company safety policies and procedures.


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