The Church of Eleven22 Careers

Job Title: Customer Experience Lead

Ministry/Department: Hope’s Closet Thrift – San Pablo Store

Reports to: Assistant Store Manager - Customer Experience

Status: Non-Exempt/Full-Time (Overtime Eligible)

Supervisory Role: Customer Experience Staff and Serve Staff

Objective

To support and help lead the Customer Experience Team in providing excellent customer service, execute daily operations to drive sales, and be a minister of the Gospel in order to execute The Church of Eleven22® and Hope’s Closet® vision of being a movement for all people to discover and deepen a relationship with Jesus Christ.   

Key Responsibilities

• Minister of the gospel 
• Pray with customers and serve staff
• Articulate personal testimony and gospel with customers and serve staff
• Assistant in leading small and large group huddles. Including casting vision and gospel presentation.
• Assist in caring for and discipling staff and serve staff
• Drive sales by executing daily operations (sales, cash office management, merchandising, replenishment, loss prevention) and providing excellent customer service to our customers and donors  
• Assist in recruitment and retention of serve staff
• Assist in maintaining relationships in support of community transformation projects
• Assist in training development, coordination and supervision of Hope's Closet customer experience associates and serve staff in operations, serving and ministry opportunities  
• Discover training opportunities and collaborate with managers to provide coaching for team members   
• Lead in merchandising to create a dignified environment
• Perform opening and closing procedures
• Help lead and create an inspiring team environment through setting and celebrating team goals, casting vision, and demonstrating a proactive work culture   

Competencies

• Model Hope’s Closet mission, vision and core values
• Demonstrated ability to make disciples who make disciples
• Strong, pro-active communication (verbal and written) and interpersonal skills
• Possess strong organizational, planning and problem-solving skills
• Ability to cast vision in single and large group environments
• Ability to work in a fast-paced environment
• Ability to adapt to change
• Ability to stand for long periods of time; may have to occasionally work outdoors where temperatures and climate can fluctuate. 
• Ability to maintain strict confidentiality

Education and Experience

• 2-3 years of relevant work experience, including retail and customer service experience  
• Experience operating cash registers and handling of money required 

Position Type/Expected Hours of Work

This is a full-time, non-exempt position that reports to the Assistant Store Manager – Customer Experience. Days may vary by week due to the needs of the store and events. Weekend and holiday hours are a must. 

The church has several big events, (“All-Skates”) throughout the year to help further the mission of The Church of Eleven22 and Hope’s Closet. These events are encouraged for all staff to be in attendance and may vary, depending on the vision cast for the current year.

Our entire staff family is called to action, so that we can continue to be a movement for all people to discover and deepen a relationship with Jesus Christ.
 

Work Environment

This job operates in a professional retail environment which includes both sales floor and warehouse/ stockrooms. This position works mostly with cash registers, rolling racks, retail fixtures, furniture carts, ladders and dollies.

Physical demands

Must be able to:  

• Stand or walk on concrete flooring for prolonged time periods. 
• Bend, lift, grasp, reach, push, and pull materials. 
• Walk on uneven surfaces, ladders and stairs. 
• Ability to lift up to 40lbs. 

Code of Conduct

1. We live authenticity
2. We are gospel-centered and mission-focused
3. We are family
4. We are life-long learners
5. We aim for excellence in the experience with zero excess
6. We choose to trust
7. We pray 1st and decide 2nd
8. We glorify God by honoring others
9. Our team unites under clear vision
10. We walk in humble confidence

EEO Statement

Hope’s Closet provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, age, sex, national origin, disability status, genetics, protected veteran status or any other characteristic protected by federal, state or local laws. Hope’s Closet reserves the right to discriminate on the basis of religion to the full extent permitted by law.