Customer Service Manager

Goodwill of Central & Northern Arizona•Mesa, AZ

6d•Onsite

About The Position

The Customer Service Manager is responsible for leading the sales floor and achieving 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. It includes building, leading, and retaining motivated, high-performing teams through effective leadership of Retail Sales Associates. The manager oversees store operations, customer and donor service, inventory and paperwork, sales-floor standards, and compliance with security, health, and safety policies. The role also supports employee development and performance management, collaborates with store leadership, and contributes to company culture and change-management efforts. Transfers to different stores may be required based on business needs.

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 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 service to donors and customers.
De-escalate customer situations, identify appropriate solutions, and involve 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 as needed to meet business needs.
Oversee sales-floor 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 reduce risk.
Perform duties as needed, such as dropping off bank deposits, helping at other stores, and attending training and development classes.
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.
Mentor, train, and coach team members to develop their 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.