Customer Service Manager

Goodwill of the San Francisco Bay•Mission, TX

4d•Onsite

About The Position

The Customer Service Manager oversees and leads the sales floor at a Goodwill of the San Francisco Bay retail store, working to achieve established sales goals and drive business results. The role directs daily sales-floor operations and builds, leads, and retains motivated, high-performing teams through effective leadership of Retail Sales Associates and other Team Members. The manager supports store performance through operational planning, customer service, inventory and paperwork processes, staff development, and compliance with company policies and applicable security, health, and safety requirements. The position may require transfers to different stores based on business needs and performing duties such as making bank deposits, assisting other stores, and attending training or development classes. Goodwill describes its work as an opportunity to help people build workplace knowledge, skills, and experience, with career development and training opportunities. The organization’s mission is to empower individuals, strengthen families, and build stronger communities.

Requirements

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

Nice To Haves

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

Responsibilities

Execute the retail operations plan to achieve daily, monthly, quarterly, and yearly profit, revenue, and production goals for a retail store.
Make decisions regarding 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 deliver excellent customer service to donors and customers.
De-escalate customer situations and find appropriate solutions, involving upper management when needed.
Manage the day-to-day operations of the store and address 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.
Oversee sales-floor operations, including daily maintenance, custodial duties, and floor standards.
Mentor and train Retail Sales Associates and ensure Team Members follow company standards and procedures.
Ensure compliance with Security, Health, and Safety policies and procedures; coordinate with Goodwill divisions and support changes needed to meet statutory requirements and minimize risk.
Perform duties such as dropping off bank deposits, 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 a clear company vision and promote Team Member engagement.
Maintain regular and consistent in-person attendance.
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.
Perform other related duties as assigned.