Customer Service Manager

Goodwill of Central and Northern Arizona

15d•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, drives the business, and builds, develops, and retains motivated, high-performing Retail Sales Associates. The manager supports store operations and customer service, monitors sales-floor standards, and works with store leadership to promote team engagement and company culture. The position may require transferring to different stores based on business needs and performing other related duties as assigned.

Requirements

One year of customer service experience 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 regarding 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 deliver excellent service to donors and customers.
De-escalate customer situations and identify 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 needed for business reasons.
Oversee sales-floor operations, including daily maintenance, custodial duties, and floor standards.
Mentor and train Retail Sales Associates, developing their skills and ensuring they follow company standards and procedures.
Ensure compliance with Security, Health, and Safety policies and procedures, coordinating with Goodwill divisions as needed and supporting changes necessary to meet statutory requirements and minimize risk.
Perform duties as needed, such as dropping off bank deposits, helping at other stores, and attending personal training and development classes.
Process complex sales transactions, including customer returns.
Collaborate with store leadership to establish a clear company vision and ensure team member engagement.
Manage team member performance, including coaching, discipline, performance improvement plans, and annual reviews, as well as 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 Core Values: Trust, Collaboration, Engagement, Ownership, and Innovation.
Perform other related duties as assigned.