PT - Customer Engagement Associate


Date Posted:
Job Code:
143 WeSt 17th St Chelsea Thrift
New York
United States of America



Why Housing Works 

Housing Works was founded in 1990; With a long-term commitment to AIDS advocacy. Housing Works established New York State’s first harm reduction-based, OASAS-licensed outpatient drug treatment program. Other services include Health Home care management, behavioral health, and syringe exchange programs. A pioneer in the social entrepreneurship movement, Housing Works operates 13 high-end thrift shops in Manhattan and Brooklyn and a much-loved Bookstore Cafe in Soho. For more information, visit 


We have three comprehensive healthcare plans to choose from based on your priorities and budget. Housing Works covers most of the plan; you pay a portion, based on your salary. 

Staff begins accruing PTO immediately for a total of up to 30 days earned in the first year. 

We offer employees an educational benefit. This money is available for tuition loan reimbursement, tuition costs, and text books. 


Position Overview

The Customer Engagement Associate works to provide first-rate customer and donor services, maximizing sales and to support the daily operations of the store.



. Essential duties and responsibilities:

• Responsible for opening and closing of the store and maintaining brand standards and store operations.

• Responsible for ensuring compliance with all Housing Works’ policies and procedures.

• Constantly review store environment to improve operations and merchandising.

• Ensure that store uses daily focus with staff/volunteer deployment, sales goals, special promotions, and daily to-dos.

• Work closely with Management to train and develop skills of all employees and volunteers to ensure that all fully understand standards, organizational goals and direction.

• Ensure staff and volunteers have been thoroughly trained on register operations, visual merchandising techniques, and store maintenance standards.

• Demonstrate proper care, handling and maintenance of donations, store merchandise and all interior fixturing.

• Ensure store is merchandised in accordance with Housing Works standards. This would include but is not limited to creating exciting displays, displays that promote upcoming events, and execute floor plans that feature and highlight premium quality product.

• Understand and fully implement Housing Works’ customer service program, showcasing exemplary customer/donor service, including but not limited to greeting, saying thank you, explaining policies clearly and politely to the satisfaction of the customer, and by prioritizing assisting customers/donors over all other shop tasks.

• Maintain professional and technical knowledge by attending training meetings/sessions and through independent study.

• Be a Housing Works Ambassador by knowing and communicating the Mission Statement, outreaching to the community, and participating in a minimum of four direct actions per year aimed at ending the twin crises of homelessness and HIV/AIDS.

• To be able to service multiple customers at one time with courtesy and sincerity.

• To employ suggestive selling techniques to better meet the customer’s needs. • Actively promote upcoming events, sales, promotions and Housing Works mission at all stations and at all times.

• Assist with marketing store in neighborhood, especially during upcoming events.

• Cultivate relationships with repeat customers in order to serve them better.

• Preserve positive work-atmosphere by communicating with coworkers, volunteers, supervisors and customers/donors cordially and effectively.

• Perform all other duties as directed by supervisor and/or executive management.

Minimum Requirements


Minimum Education/Experience Required

• High School Diploma or equivalent

• Prior retail experience preferred

• Commitment to excellent customer service

• Experience/knowledge of thrift store environment preferred

• Excellent communications skills (both verbal and written), interpersonal and team-oriented skills

• Strong interest in the HW mission to end the dual crises of homelessness and HIV/AIDS

• Basic mathematical skills to include adding, subtracting, multiplying, dividing, and calculating percentages

• Basic knowledge of Microsoft Word, Excel, and web-based email applications Key Performance Indicators % to Sales Plan % to Last Year Sales Sales Volume Average Transaction Value, Average Unit Sale, Average Selling Price Conversion Rate (if applicable) Physical Demands/Working Conditions

• Flexibility in schedule; weekends and holidays are required

• Frequently required to stand, walk, kneel, and bend for long periods of time

• Frequently required to lift a minimum of 40 pounds.

• Frequently communicates (exchanges information, converse with, express oneself) with customers, peers, supervisors, and community at large

• Occasionally exchange information in communication with individuals who are agitated, confrontational or difficult patrons from a variety of socio-economic, cultural and religious backgrounds

• Occasionally required to traverse public transportation to attend meetings and/or participate in presentations and training seminars

• Occasionally required to work at a computer approximately 20% of the time, 80% of the time will be interacting with staff and customers, this position may not be performed remotely


Housing Works provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements. Housing Works complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Housing Works also does not request prior salary information during the hiring process. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

This position is included in a bargaining unit of Housing Works’ New York City employees represented by a labor union known as the Retail Wholesale and Department Store Union (“RWDSU”).  Accordingly, the RWDSU has the exclusive right to bargain over the terms and conditions of employment related to this position and this position may become covered by the terms of a collective bargaining agreement (a “CBA”) between Housing Works and the RWDSU.