Customer Service Manager

Goodwill of Central & Northern Arizona•Frederick, MD

24d•Onsite

About The Position

Responsible for the oversight, leadership, and achievement of sales floor goals for Goodwill of Central and Northern Arizona and its affiliated entities. Directs daily sales-floor operations, leads the team, and drives the business. Builds, leads, and retains motivated, high-performing teams through effective leadership of Retail Sales Associates. The position may require transferring to different stores based on business needs. The role includes managing store operations and customer and Team Member needs, maintaining store standards and compliance, developing employees, and supporting company culture and change-management efforts. The position also performs other related duties as assigned.

Requirements

One year of customer service experience is required.
Proficiency in Microsoft Office Suite.
Ability to pass a background check and drug screen, where applicable.
Ability to speak and read English proficiently.

Nice To Haves

One year of work experience in retail management is preferred.
High school diploma or equivalent is preferred.

Responsibilities

Execute the retail operations plan to achieve daily, monthly, quarterly, and yearly profit, revenue, and production goals for a retail store.
Make decisions about day-to-day retail operations within the defined work area.
Conduct new-goods inventory and ensure proper reporting.
Reconcile and balance daily paperwork.
Ensure Team Members provide excellent customer service to donors and customers.
De-escalate customer situations and find appropriate solutions, involving upper management as needed.
Manage day-to-day store operations and meet Team Member and customer needs.
Ensure store locations are clean, well-kept, and appropriately reflect the Goodwill brand.
Transfer to different stores when business needs require it.
Oversee daily sales-floor operations, including maintenance, custodial duties, and floor standards.
Mentor and train Retail Sales Associates; ensure Team Members follow company standards and procedures.
Ensure compliance with security, health, and safety policies and procedures; coordinate with Goodwill divisions and influence changes needed to meet statutory requirements and minimize risk.
Perform tasks such as making bank deposits, assisting 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 a clear company vision and support Team Member engagement.
Manage Team Member performance, including coaching, discipline, performance improvement plans, and annual reviews; oversee staffing, compensation, and development.
Provide regular mentoring, training, and coaching to develop Team Member skills.
Support company culture-change efforts and change-management processes.
Model Goodwill's Core Values: Trust, Collaboration, Engagement, Ownership, and Innovation.
Perform other related duties as assigned.

Benefits

Three medical plans, with an employer-funded Health Reimbursement Account (HRA).
Three dental plans.
Vision plan.
Traditional and Roth 401(k) plans.
Employer-paid life insurance.
Employee Assistance Program (EAP).
Paid time off, including sick and vacation leave.
Paid holidays.
Benefits eligibility begins on the first day of the month following 60 days of employment.
No-cost career development, training, and education services.