JOB SUMMARY

The lead customer service associate (LCSA) for Goodwill Industries of Lane and South Coast Counties and Alaska (Goodwill) supports store operations by providing support and training to frontline team members. This role ensures smooth day-to-day operations across donation receiving, production, and sales floor functions. The LCSA serves as a positive role model, delivering excellent customer service while helping the team meet sales, service, and production goals in alignment with Goodwill’s mission and values.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sufficient proficiency in English to effectively communication with customers, coworkers, and supervisors, including the ability to read, comprehend and respond to written and verbal instructions.
• Provide training, coaching, and daily mentorship to team members across donation receiving, processing, and cashiering functions.
• Support a culture of respect and professionalism by supporting consistent expectations, messages, and standards across the team. Promote alignment with store leadership and contribute to a cohesive, collaborative work environment.
• Meet or exceed Goodwill’s customer service expectations, including Mystery Shop goals.
• Perform all responsibilities of the Customer Service Associate (CSA) role.
• Ensure efficient and timely flow of goods from donation area through production to the sales floor.
• Monitor and maintain safety and loss prevention standards across all areas.
• Report needs or performance concerns, safety issues, injuries, suspicious activity or policy violations to management.
• Serve as a role model by demonstrating professionalism, teamwork, initiative, and adherence to policies.
• Serve as point of contact for questions from CSAs during operations.
• Support onboarding of new CSAs by demonstrating key tasks and expectations.