CUSTOMER SERVICE ASSOCIATE - SPRINGFIELD

JOB SUMMARY

The Customer Service Associate (CSA) plays a key role in delivering excellent customer service to donors, shoppers, and coworkers. This position supports front-end operations, processing, and donation receiving, ensuring the efficient flow of merchandise while maintaining a clean, safe, and welcoming store environment. The CSA works collaboratively to achieve production, sales, and service goals, contributing to Goodwill’s mission of providing vocational opportunities to individuals with barriers to employment.

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 outstanding customer service by greeting, assisting and engaging with customers and donors.
• Operate cash register and point-of-sale (POS) system, handle transactions accurately, balance cash drawer, and complete daily register reports as required.
• Receive, sort, and price donated goods according to company guidelines and quality standards.
• Restock merchandise, create displays, and maintain an organized and visually appealing sales floor as outlined in the Retail Concepts Manual.
• Ensure sales floor, fitting rooms, donation and production areas, and restrooms are clean, safe, and efficient.
• Adhere to safety and loss prevention procedures and report any unsafe conditions, injuries or suspicious activity to management.
• Maintain and demonstrate a working knowledge of store policies, color sale, and the Goodwill mission.
• Collaborate with team members to meet production and sales goals.

• Participate in team meetings, training sessions, huddles, stretches, and store events.

• Communicate effectively and respectfully with team members, management, and customers and promote a positive, inclusive workplace culture aligned with Goodwill’s values.

• Exhibit professionalism, integrity, and a positive team-oriented attitude.
• Report for all regularly scheduled work on time, ready to work.

EXPERIENCE

Must be 16 years of age or older, must be 18 years to operate safety sensitive equipment. Previous retail or customer service experience a plus.

EDUCATION

No minimum education requirements.

CERTIFICATES, LICENSES, REGISTATIONS

Must become certified on equipment (e.g., forklift, pallet jack, tilter) as needed.

PHYSICAL DEMANDS OF WORK REQUIREMENTS

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly lift 10-35 pounds and/or move up to 100 pounds with assistance.

• Use of vision (close and distance, peripheral, depth perception, color) with the ability to adjust focus required.
• Stand and/or walk for extended periods (up to 8 hours/day).
• Frequently lift, carry, push, pull, bend, stoop, twist, crouch, and climb.
• Use hands to feel objects, tools, or controls, and reach with hands and arms.
• Required to talk and/or hear. 

• DOT Strength Classification: Medium.

WORK ENVIRONMENT  

Work may be indoors or outdoors. Fast-paced retail environment with exposure to the weather, dust, odor and public interactions. Exposure to potentially hazardous materials (e.g., broken glass, sharp objects). Environment may be heated and/or air-conditioned and the noise level is usually loud. Personal Protection Equipment (PPE) is provided and must be worn when handling or sorting raw donations.

WORK HOURS

Must be available during operating hours, including weekends, evenings, and holidays.

CORE COMPETENCIES

• Respect, Cooperation, and Teamwork – Demonstrates respect, professionalism, and inclusive behavior while working collaboratively with customers, coworkers, and leadership to support a positive and team-oriented environment.
• Customer Service and Communication – Provide excellent service by actively listening, communicating clearly, and responding to customer and team needs with professionalism, courtesy, and a solution-focused approach.
• Adaptability, Dependability, and Accountability – Embrace change with a positive attitude, adjust to shifting priorities, and consistently deliver reliable, solution-focused work while meeting attendance, punctuality, and performance expectations.
• Safety, Loss Prevention, and Asset Protection – Promote a safe, clean, and secure environment by following safety protocols, using proper equipment and techniques, reporting hazards or theft, and protecting company assets in alignment with policies and training.