Customer Experience Specialist


Date Posted:
Job Code:
126 Crosby St BookStore
126 Crosby Street
New York
United States of America



It is an essential job requirement to be fully vaccinated against COVID-19 for this role. If you need an accommodation of any kind for religious or disability reasons, including related to this job requirement, please contact Human Resources.

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
| Housing Works
Housing Works fights for funding and legislation to ensure that all people living with HIV/AIDS have access to quality housing, healthcare, HIV prevention, and treatment, among other lifesaving services.

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.

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

Compensation Range : 15/hr – 16/hr Commensurate with experience

Position Overview
The Customer Experience Specialist is responsible for providing first-rate customer service, maximizing sales and to support the daily operations of the Bookstore & Café.   

Essential Job Functions 

  • Responsible for opening and closing of the store and maintaining brand standards store operations. 
  • 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.    
  • Responsible for ensuring compliance with Housing Works’ policies and procedures and Department of Health code. 
  • 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.  
  • 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.   
  • Demonstrate proper care, handling, and maintenance of all Bookstore & Café assets.   
  • 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.    
  • Actively promote upcoming events, sales, promotions and Housing Works mission at all stations and at all times.  
  • Cultivate relationships with repeat customers in order to serve them better.  
  • Perform all other duties as directed by supervisor and/or executive management  
  • Ability to process cash & credit transactions accurately and efficiently  
  • Maintain accurate inventory  
  • Stock, clean, and organize the Bookstore & Café  


  • Ensure store is in compliance with all branding guidelines, including but not limited to signage, brochures, and promotional events.  
  • Preserve positive work-atmosphere by communicating with coworkers, volunteers, supervisors, and customers/donors cordially and effectively.  
  • Make & serve beverages and food for take-out, indoor and outdoor seating 
  • Help with setup and breakdown for events  

Other Functions 

  • Other functions are required with this position include: 
  • 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. 
  • Embody the Housing Works values of Stronger Together, High Performance, Membership, and All In  
  • Other duties as assigned 

Minimum Requirements



  • High School diploma or the equivalent preferred 
  • NYC Food Handlers License
  • At least 1 year of Barista or Food Service experience 
  • New York Food Protection Certification 
  • Flexibility in hours/scheduling; including weekends and holidays 
  • Ability to work evenings and weekends required 
  • Basic knowledge of Microsoft Word, Excel, and web-based email applications  
  • Basic mathematical skills to include adding, subtracting, multiplying, dividing, and calculating percentages 


  • Commitment to excellent customer service  
  • Excellent communication skills (both verbal and written), interpersonal and team-oriented skills  
  • Self-starting, self-motivating mindset  
  • Excellent organizational skills, attention to detail  
  • Strong interest in the HW mission to end the dual crises of homelessness and HIV/AIDS 

Essential 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 10% of the time, 90% of the time will be interacting with staff and customers, this position may not be performed remotely 

Housing Works is a healing community of people living with and affected by HIV/AIDS. Our mission is to end the dual crises of homelessness and AIDS through relentless advocacy, the provision of lifesaving services, and entrepreneurial businesses that sustain our efforts.