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Housing Works is a healing community of people living with and affected by HIV/AIDS. Our mission is to end the dual crisis of homelessness and AIDS. The main contribution of Housing Works Thrift Shops to this mission is by generating a surplus from trading and events. We also leverage our operations to support advocacy and the delivery of lifesaving services.
JOB SUMMARY
Reporting
to the Store Manager/Assistant Store Manager/Keyholder, the Sales
Associate works to provide first-rate customer and donor services,
maximizing sales and to support the daily operations of the store.
Customer Service and Sales
- To understand and fully implement Housing Works’ customer service program which includes:
- The 10/4 Greeting
- The 4 Steps to Great Customer Service
- And the 5 Steps to Handling Customer Complaints
- Showcase exemplary customer/donor service, including but not limited to greeting, saying thank you, and explaining policies clearly and politely to the satisfaction of the customer.
- Prioritize assisting customers over all other store tasks.
- To be able to service multiple customers at one time with courtesy and sincerity.
· To employ suggestive selling techniques to better meet the customer’s needs.
· Know the daily sales goals and upcoming events or promotions.
- Actively promote upcoming events, sales, promotions and Housing Works mission at all stations and at all times.
- Assist with marketing store in neighborhood, especially during upcoming events.
- Cultivate relationships with repeat customers in order to serve them better.
- Preserve positive work-atmosphere by communicating with coworkers, volunteers, supervisors and customers/donors cordially and effectively.
Point of Sale/Cash Wrap
- Complete cash/charge transactions quickly and accurately, bag purchases efficiently and communicate upcoming events and promotions to the customer.
- Conduct furniture sales as outlined in policies and procedures manual.
- Maintain register cleanliness, cash wrap area must be clean and uncluttered, bags and supplies must be stocked and organized for efficiency.
Donations
- Greet and thank donors with walk-in donations and provide excellent customer service as per the Housing Works’ customer service program.
- Offer Donor Inventory Form and provide assistance as necessary to the donor.
- Process merchandise according to store standards.
- Efficiently distribute goods to proper locations, taking into account all safety/processing guidelines.
General Duties/Asset Protection
- Maintain cleanliness and organization of sales floor, stock rooms, cash wrap, and fitting rooms.
- Demonstrate a high degree of integrity and enforce/uphold all Housing Works policies and procedures.
- Utilizing the 10/4 greeting, acknowledge all customers, monitor fitting rooms and be aware of potential theft/tag switching.
· Ensure register, cash handling and banking practices are in compliance with Housing Works policies and procedures.
· Ensure that inventory and pricing guidelines are complied with and maintained.
· Report unsafe working conditions immediately and demonstrate safe work habits.
Housing Works Ambassador
· Participate in at least one direct action per quarter aimed at ending the twin crises of homelessness and HIV/AIDS.
· Know the Housing Works’ Mission Statement and goals and be able to inform and discuss with customers.
Create Volunteer Culture
· Embraces the Volunteer Toolkit and assists the management team with implementation of the guidelines.
· Create and maintain a welcoming environment for volunteers.
· Work with all staff to train and develop volunteers.
· Actively recruit for volunteers from customers, donors, and neighborhood institutions.
Community Outreach
· Develop reciprocal relationships with neighborhood establishments.
· Reach out to neighborhood to drive donations.
· Develop and utilize local store marketing kit and in store marketing tools.
QUALIFICATIONS/REQUIREMENTS:
· Prior retail experience preferred;
· Commitment to excellent customer service;
· Experience/knowledge of thrift store environment preferred;
· Excellent communications skills (both verbal and written), interpersonal and team-oriented skills;
· Self-starting, self motivating mindset;
· Attention to detail;
· Strong interest in the HW mission to end the dual crises of homelessness and HIV/AIDS;
· Basic mathematical skills to include adding, subtracting, multiplying, dividing, and calculating percentages;
· Basic knowledge of Microsoft Word, Excel, and web based email applications;
· High School Diploma or equivalent;
· Flexibility in schedule, weekends and holidays are required;
· Ability to stand, walk, kneel, and bend for long periods of time and lift up to 40 pounds.
