Key Holder

Posted Thursday, July 23, 2026 at 4:00 AM

Goodwill Greater New York and Northern New Jersey (GWNYNJ) believes that the power of work and sustainable fashion is how we unlock the good in our communities. For over 100 years, we have helped people get jobs, stay employed, and progress in careers across New York and Northern New Jersey. We believe that diversity drives innovation and strengthens our workplace. We are committed to fostering our inclusive environment where all employees feel valued, respected, and empowered to contribute fully.

We welcome applicants of all backgrounds, identities, experiences, and abilities.

LOCATION:

14th St
- Goodwill Retail Store

The Key Holder is responsible for supporting the Store Manager in the daily operation of the store and overall customer experience. He/she demonstrates leadership by modelling Goodwill NYNJ CARE service standards to elevate sales performance. This individual will help to train and coach associates to achieve all set expectations. The Key Holder has the ability to execute all operational functions to Brand standards and drive positive customer experiences in the absence of the Store Manager.

• Lead a high performing customer first orientated team. Coach and provide feedback to the team as necessary to ensure all customers and donors serviced in the store are given the full CARE experience in line with brand strategies. Manage customer flow to ensure the best possible experience and that every customer is engaged.
• Lead by example by setting the standard to deliver excellent service to customers.
• Drive partnership on the selling floor between sales specialists and store associates.
• Develop and retain talented employees, by coaching in the moment and providing feedback to the Store manager to support training and development.
• Resolve all customer complaints and issues quickly, efficiently and with respect resulting in an overall positive experience. Partner with the Store Manager where necessary.
• In absence of the Store manager, responsible for executing all operations.
• Possess a strong understanding of the business and effectively communicate needs and ideas to elevate the business.
• Assist Store Manager in driving Goodwill brand loyalty through coaching sales team to share knowledge of Goodwill Rewards program and Mission, consistently educating customers of the benefits of participation.
• Possess a thorough understanding of company policies and procedures and consistently follow and enforce company guidelines on operations.
• Communicate product needs to the stock team ensuring that flow of product to the floor is quick and efficient.
• Ensure the selling floor is neat, clean, organized and reflects the correct visual image at all times.
• Ensure presentation of all windows, displays, fixtures and all visual areas are reflective of current visual direction.
• Enforce and support Store Manager in holding team accountable to Company policies and procedures.
• Additional duties as required.

Activities are subject to change / be added to meet business needs with management approval.

• Verbally great customer and offer assistance within 30 seconds.
• Inform all customers of weekly sale color and newly produced color, make announcement every 15 minutes.
• Offer customer a shopping cart or basket while in the store.
• Keep sales floor and fitting rooms clean and free of clutter, hangers and clothes off the floor.
• Answer the phone in a professional manner.
• If stationed on the register:
• Greet all customers with a warm greeting, a smile, eye contact, positive attitude ask each customer if they are a Goodwill Rewards Member, if not, discuss benefits and offer to enroll the customer ask each customer to Round Up their purchase and discuss our Mission.
• Thank each customer for their purchase, hand them the receipt, invite them back to the store
• Keep register area clean and free of clutter. Round Up goal = 43%

If requested to work production, the benchmarks are as follows:

• Empty Z rack = 15 min (85 pieces)
• Empty grey cart of wares = 15 min (35 pieces)
• Empty grey cart of shoes = 15 min (35 pieces)
• Sort: 1 blue bin = 1 hour Hang: 2 racks = 1 hr (170 pieces)
• Wares: 1 hour = 2 grey cart of…