Customer Service Manager

Goodwill • Hampstead, MD

420d • $35,360 - $35,360

About The Position

The position is responsible for overseeing the sales floor operations at Goodwill of Central and Northern Arizona (GCNA) and achieving set sales goals. The role involves leading a team of Retail Sales Associates, ensuring excellent customer service, and maintaining store standards while driving business performance.

Requirements

• High School Diploma, GED, or equivalent work experience.
• One-year work experience in Retail Management, preferred.
• One-year customer service experience required.
• Proficient in Microsoft Office Suite.
• Ability to pass a background check and drug screen, where applicable for position.
• Ability to speak and read English proficiently.

Responsibilities

• Execute retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location.
• Make decisions on matters relating to the day-to-day retail operation within the defined work area.
• Conduct new goods inventory and ensure proper reporting.
• Reconcile and balance all daily paperwork.
• Ensure Team Members deliver excellent customer service to donors and customers.
• Work to de-escalate customer situations while finding appropriate solutions; involve upper management as needed.
• Maintain the day-to-day operations of the store including managing and meeting Team Member and customer needs.
• Ensure store locations are clean, well-kept, and reflect the Goodwill brand appropriately.
• Transfer to different stores at any given time due to business needs.
• Oversee and maintain the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards.
• Provide regular mentoring and training to develop skills of Retail Sales Associates; ensure that Team Members are operating per company standards and procedures.
• Ensure that the store complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions as needed.
• Perform tasks such as dropping off the bank deposit, helping at other stores, and attending personal training and development classes as needed.
• Process complex sales transactions, including customer returns.
• Collaborate with store leadership to establish clear company vision and ensure Team Member engagement.
• Responsible for performance management (coaching, discipline, performance improvement plans, and annual reviews), staffing, compensation, and development of Team Members.
• Play a critical role in driving company culture change efforts and change management processes.
• Model Goodwill Core Values - Trust, Collaboration, Engagement, Ownership, and Innovation.
• Perform other related duties as assigned.

Benefits

• 5 Medical Plans
• Employer Funded Health Reimbursement Account (HRA)
• 3 Dental Plans
• Vision Plan
• 401K (Immediate participation upon hire)
• Employer Paid Life Insurance
• Employee Assistance Program (EAP)
• Paid Time Off; Sick and Vacation
• Paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Social Assistance
• Education Level: High school or GED
• Number of Employees: 251-500 employees