Customer Service Manager

Goodwill of Central and Northern Arizona

11d•Onsite

About The Position

The Customer Service Manager oversees and leads the sales floor to achieve sales goals for Goodwill of Central and Northern Arizona and its affiliated entities. The role directs daily sales-floor operations, leads the team, and drives the business, including building, leading, and retaining motivated, high-performing Retail Sales Associate teams. The manager executes retail operations plans, makes day-to-day operational decisions, monitors inventory and paperwork, and ensures excellent service for donors and customers. The position also supports store cleanliness and standards, safety and policy compliance, staff training and development, performance management, staffing, and change-management efforts. The role may require transfers to different stores based on business needs and 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.
High school diploma or equivalent.

Responsibilities

Execute retail operations plans to achieve daily, monthly, quarterly, and yearly profit, revenue, and production goals for a retail store.
Make decisions relating to day-to-day retail operations within the assigned 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 when needed.
Manage daily store operations 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, coordinating with Goodwill divisions as needed and helping address statutory requirements and risks.
Perform duties such as making bank deposits, helping at other stores, and attending 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.
Manage Team Member performance, including coaching, discipline, performance improvement plans, annual reviews, 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 of Trust, Collaboration, Engagement, Ownership, and Innovation.
Perform other related duties as assigned.