Customer Service Manager

Goodwill of Central and Northern Arizona•Middletown, MD

25d

About The Position

The Customer Service Manager oversees and leads the sales floor to achieve established sales, profit, revenue, and production goals at a Goodwill retail store. The role directs daily sales-floor operations, leads Retail Sales Associates, and builds and retains motivated, high-performing teams. It also supports excellent service for donors and customers, maintains store standards, and helps ensure operations comply with company policies and applicable health and safety requirements. Transfers to other 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 retail management work experience.
High school diploma or equivalent.

Responsibilities

Execute the retail operations plan to achieve daily, monthly, quarterly, and yearly profit, revenue, and production goals.
Make decisions concerning day-to-day retail operations within the assigned work area.
Conduct new-goods inventory and ensure accurate 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 as 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 reduce risk.
Perform duties 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 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 initiatives and change-management processes.
Model Goodwill's Core Values: Trust, Collaboration, Engagement, Ownership, and Innovation.
Perform other related duties as assigned.