Department: Retail
FLSA Status: Non-Exempt
Reports To: Store Manager
Job Category: 6 (Support)
PURPOSE
The Key Holder directs daily activities of store team members during assigned shifts in the absence of the Store Manager or Assistant Store Managers. Responsible for store operations, including opening/closing, protecting store property and funds, monitoring employee performance, maintaining store conditions, safety, security, and sanitation programs. Ensures excellent customer service and completes all duties according to company policies.
DUTIES AND RESPONSIBILITIES
- Open and close the store per established procedures.
- Consistently reports to scheduled shifts on time and prepared to work.
- Direct and monitor day-to-day activities of full-time and part-time team members.
- Communicate with customers in a friendly and courteous manner; resolve complaints, including exchanges and refunds.
- Document complaints and follow up to correct issues.
- Conduct front-end administrative duties: cash handling, till prep, cash drops/pick-ups, gift card sales/returns.
- Complete electronic store reports, bag/video checks, and report to Store Manager.
- Perform cashier duties when necessary.
- Escalate employee issues (disciplinary, cash discrepancies, attendance, performance) to Store or District Manager.
- Receive vendor deliveries and respond promptly to vendor inquiries.
- Stock merchandise and ensure store meets company health and safety standards.
- Follow emergency and loss prevention procedures.
- Maintain store sanitation and complete sweep logs.
- Assist in hiring panels without decision-making authority.
- Perform other duties as assigned, including cross-department work
- Must Adhere to a uniform dress code
QUALIFICATIONS AND SKILLS
- Minimum 18 years old; High School diploma or equivalent required.
- Bilingual is preferred
- Comprehensive product knowledge; ability to train team members.
- Previous supervisory experience is a plus.
- Company work history, attendance, safety, and performance considered.
- Basic math skills required.
- Dependable, flexible, and able to travel between locations.
- Excellent customer service, teamwork, and problem-solving skills.
PHYSICAL REQUIREMENTS
- Reach, bend, balance, lift, and transport objects 20–50lbs (occasionally up to 80lbs).
- Stand, walk, or move about for extended periods.
- Push, pull, grasp, twist, and perform sawing motions for extended periods.
- Work in freezers, coolers, inside/outside the store, all weather conditions, and delivery trucks.
SCOPE
This is a non-management position with no authority to make final decisions regarding hiring, termination, promotion, demotion, or other tangible employment actions. The role may, however, provide feedback or recommendations as part of the decision-making process.
EMPLOYEE ACKNOWLEDGMENT
This job description provides a general overview of the role’s primary responsibilities and is not intended to be an all-inclusive list of duties. The employee may be asked to perform additional tasks or take on other duties as assigned to support business needs.
