Key Holder

Role Summary

The Key Holder plays a vital role in helping the organization achieve its strategic objectives by embodying the mission, vision, and values of WINS. Reporting directly to the Store Manager, this trusted team member supports social enterprise operations by managing store opening and closing, alarm protocols, and supervising customer service in the absence of management.

Core Responsibilities

• Deliver outstanding customer service ensuring satisfaction through expert sales support.
• Identify and address customer needs by offering product guidance and assistance.
• Organize merchandise by sorting, tagging, hanging, and replenishing the sales floor regularly.
• Handle daily movement of all furniture sizes with physical capability.
• Be responsible for keys and alarm access, executing opening and closing store procedures reliably.
• Oversee daily store activities including upkeep and maintaining an orderly work environment.
• Train and support team members, delegate daily activities, and assist cashiers and staff in operations.
• Ensure compliance with WINS' policies and safety standards for staff and volunteers alike.
• Foster a welcoming environment for customers, clients, donors, and volunteers while addressing their needs promptly.
• Manage administrative duties like paperwork, emails, and phone communications in management's absence.
• Uphold cash handling protocols, reconcile cash and deposits, and document discrepancies promptly.
• Maintain a secure and hazard-free workplace, ensuring donations and waste are collected daily.
• Safeguard store premises and enforce loss prevention policies consistently.
• Report workplace incidents immediately and perform any additional store operational tasks assigned by management.

Qualifications and Attributes

• Post-secondary education or equivalent blend of education and experience.
• Previous retail or customer service management experience advantageous.
• Physical ability to lift up to 50 lbs independently or 100 lbs collaboratively.
• Eligibility to work in Canada and clear criminal background check required.
• Strong communication, interpersonal, and coaching capabilities.
• Customer-service oriented with leadership skills to motivate and supervise peers.
• Proficient with MS Office applications: Excel, Word, and Outlook.
• Exceptional problem-solving and critical thinking abilities.
• Adept at multitasking and prioritizing team responsibilities under tight deadlines.
• Capable of standing for prolonged periods during shifts.
• Flexible availability to work any shift throughout the week.
• Work-ready with CSA-approved steel-toed safety footwear.