Customer Service Manager

Goodwill of Central and Northern Arizona • Show Low, AZ

4d • Onsite

About The Position

The Customer Service Manager oversees and leads the sales floor at a Goodwill of Central and Northern Arizona retail store, pursuing established sales, profit, revenue, and production goals. The role directs daily sales-floor operations, leads Retail Sales Associates, and builds and retains motivated, high-performing teams. The position may require transfers to different stores based on business needs.

The manager maintains store operations and standards, supports excellent service for donors and customers, resolves customer concerns, and ensures compliance with company policies and procedures, including security, health, and safety requirements. The role also supports team development and engagement through mentoring, training, coaching, and performance management. Starting pay is $18.00 per hour.

Requirements

• One year of customer service experience.
• 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 provide excellent customer service to donors and customers.
• De-escalate customer situations, find appropriate solutions, and involve upper management as needed.
• Manage daily store operations while meeting 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 daily sales-floor operations, including 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 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 support 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 values of Trust, Collaboration, Engagement, Ownership, and Innovation.
• Perform other related duties as assigned.

Benefits

• Three medical plans.
• Employer-funded Health Reimbursement Account (HRA).
• Three dental plans.
• Vision plan.
• Traditional and Roth 401(k) plans.
• Employer-paid life insurance.
• Employee Assistance Program (EAP).
• Paid time off, including sick and vacation time.
• Paid holidays.
• No-cost career development, training, and education services.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED