Customer Service Manager

Goodwill of Central and Northern Arizona

11d•Onsite

About The Position

The Customer Service Manager is responsible for the oversight, leadership, and performance of the sales floor, including achievement of sales goals for Goodwill of Central and Northern Arizona (GCNA) and affiliated entities. The role directs daily sales-floor operations, leads the team, drives business results, and builds, leads, and retains motivated, high-performing teams through effective leadership of Retail Sales Associates. The manager executes the retail operations plan and makes day-to-day decisions within the defined work area. The position also supports customer and donor service, store presentation, inventory and paperwork processes, team development, performance management, staffing, and compliance with company policies and applicable health and safety requirements. Transfers to different stores may be required based on business needs.

Requirements

One year of customer service experience required.
Proficiency in Microsoft Office Suite.
Ability to pass a background check and drug screen, where applicable for the position.
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 relating to 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 customer service to donors and customers.
De-escalate customer situations and find appropriate solutions, involving upper management as needed.
Manage daily store operations and meet 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 needs.
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, coordinating with Goodwill divisions and influencing changes needed to meet statutory requirements and minimize risk.
Perform duties as needed, including 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 support Team Member engagement.
Manage Team Member performance, including coaching, discipline, performance improvement plans, and annual reviews, as well as staffing, compensation, and development.
Provide ongoing 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.