Customer Service Manager

Goodwill of Central and Northern Arizona•Melrose, OR

15d•Onsite

About The Position

The Customer Service Manager oversees and leads the sales floor to achieve sales goals at a Goodwill of Central and Northern Arizona retail store. The role directs daily sales-floor operations, leads the team, drives the business, and builds and retains motivated, high-performing teams through effective leadership of Retail Sales Associates. The manager may transfer to different stores based on business needs and may perform additional tasks such as making bank deposits, assisting at other stores, and attending training and development classes. The position includes responsibility for store operations, customer service, team development, performance management, and compliance with company policies and applicable safety requirements. The manager models Goodwill’s core values: Trust, Collaboration, Engagement, Ownership, and Innovation.

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 provide excellent service to donors and customers.
De-escalate customer situations and find appropriate solutions, involving upper management when 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 when business needs require it.
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 minimize risk.
Perform additional duties as needed, such as making 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 support team-member engagement.
Manage team-member performance, including coaching, discipline, performance improvement plans, annual reviews, 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’s core values: Trust, Collaboration, Engagement, Ownership, and Innovation.
Perform other related duties as assigned.