Retention Specialist at Goodwill Industries of SE WIS in Milwaukee, Wisconsin

Job Description:

The Retention Specialist is responsible for supervising, instructing and directing activities of trainees to operate a cash register, stock/organize shelves, receive products from warehouse trucks, merchandising and methods to provide exemplary customer service and develop interpersonal and social skills. This position also evaluates trainee work performance and related behaviors to determine appropriate job site, goals and objectives and assists in finding and retaining community employment.

RESPONSIBILITY LEVEL:

Implements strategies to achieve the goals for the organization and instruction and activities of participants in the retail training program. Sustains policies, procedures and programs. Typically works on projects and tasks that span 3 - 12 months.

PRINCIPAL DUTIES:

1. Project and Change Management: Effectively plans and manages own work to reliably complete routine job responsibilities and special assignments. Periodically serves as a team member or subject matter expert on formal or department projects. Effectively engages in change affecting her/him, communicating appropriately with supervisor. Follows through on learning, skill building, and practice necessary to adapt to change.
2. Problem Solving: General supervision, regular review of work by manager or senior coworker. May be paired with senior team member for development purposes. Uses skills to solve problems of routine complexity; able to identify root cause, interpret data, and resolve issues.
3. Technical Skills: Fundamental knowledge of professional principles and skills. Works in compliance with established procedures.
4. Community Engagement: Serves as an ambassador for Goodwill in the wider community. Participates in volunteer opportunities as schedules and interest permit.
5. Assist individual trainees in the orientation to the firm's policies, procedures, products, services, standards, and work demands required.
6. Supervise, instruct, and direct activities of retail trainees with learning to operate a cash register, stock and organize shelves, receiving products from the warehouse truck, merchandising and methods to providing exemplary customer service and utilizing interpersonal and social skills to be successful working in a store environment.
7. Provide leadership, training and coaching to increase productivity and to enhance trainee work skills, promote work adjustment/behavior modification and maximize work capabilities. Evaluate trainee work performance and related behaviors to determine appropriate job site, goals and objectives.
8. Function as a case manager. Maintain and keep current appropriate reports and records. Complete data collection on each trainee to report progress, attendance, individual plans
9. Meet production quotas and quality control standards as established by the employer.
10. Provide emotional and problem solving/supportive techniques to individual consumers.
11. Maintain positive working relationships with job site personnel.
12. Assist individual trainees in becoming as independent as possible on the job.
13. Provide job retention service and training in job-related skills (e.g., mobility, personal care/grooming, and referrals to other needed services in the community.
14. Assist trainees with obtaining employment and provide on- going support and assistance to employers.
15. Responsible for completing other duties/responsibilities as assigned.

REQUIREMENTS:

1. Two years of college education or experience equivalency, and a minimum of 1 year experience.
2. Valid Wisconsin Driver's License.
3. Work experience in a retail, customer service or related field.
4. Experience in working with individuals with severe disabilities preferred.
5. Experience operating a cash register and cash handling skills preferred.

CORE CULTURAL COMPETENCIES:

1. Customer Focus: Independently anticipate and meet customer needs, while searching for ways to improve customer service. Internalize customer feedback, and follow up with customer to ensure problems are solved by providing innovative ideas to meet their future needs.
2. Values Differences: Seeks out the diverse perspectives and talents of others, striving to work effectively with others who have different perspectives, backgrounds or styles. Behave with sensitivity towards differences in cultural norms, expectations, and ways of communicating. Challenge stereotyping or offensive comments.
3. Communicates Effectively: Shares information and updates with others, while ensuring a clear, concise and professional communication through reports, documentation, written and other communications. Listens with interest to what others have to say.
4. Situational Adaptability: Demonstrates flexibility of responses to different situations through adapting to the changing needs, conditions, priorities or opportunities. Monitors how well an approach is working to see if a change is needed, recognizing cues that suggest a change in approach or behavior is needed.
5. Drives Results: Demonstrates a strong drive to achieve meaningful results, through driving tasks to successful completion and closure. Sets high standards for own performance, showing determination in the face of obstacles and setbacks.
6. Ensures Accountability: Takes responsibility and ownership for successes and failures in own work. Monitors progress of performance and changes approach accordingly, following through on commitments.

PHYSICAL/SENSORY DEMANDS:

Regularly lifts and/or moves up 10 pounds, frequently lifts and/or moves up to 20 pounds, occasionally lifts and/or moves up to 50 pounds. Moves about to accomplish tasks. Worker is subject to weather conditions (hot, humid, dry, cold etc.). Worker is subject to hazards: proximity to dangerous machinery, moving vehicles, electrical currents, chemicals, or high places. Remain stationary for extended periods of time. Repetitive use of hands for job coaching, and vision required while using computer keyboard and work with written and electronic information.

(SEW)(JOW)