Customer Service Manager

Goodwill of Central & Northern Arizona•Middletown, MD

24d•Onsite

About The Position

The Customer Service Manager oversees and leads the sales floor to achieve established sales goals for Goodwill of Central and Northern Arizona and its affiliated entities. The role directs daily sales-floor operations, leads the team, and drives business results, including building, leading, and retaining motivated, high-performing Retail Sales Associate teams. The manager is responsible for retail operating goals, customer and donor service, store standards, Team Member training and performance management, and compliance with company policies and applicable security, health, and safety requirements. The position may involve transferring to different stores based on business needs and assisting with other store-related tasks as needed. Starting pay is $19.25 per hour. A comprehensive Total Rewards package becomes available on the first day of the month following 60 days of employment. Goodwill describes its mission as empowering individuals, strengthening families, and building stronger communities, and provides no-cost career development, training, and education services. The organization states that it fosters an inclusive and welcoming environment and is an equal opportunity employer.

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 retail management work experience preferred.
High school diploma or equivalent preferred.

Responsibilities

Execute the retail operations plan to achieve daily, monthly, quarterly, and yearly profit, revenue, and production goals for a retail store.
Make decisions about 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 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 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 reduce risk.
Perform tasks as needed, such as delivering 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; oversee staffing, compensation, and development.
Provide ongoing mentoring, training, and coaching to develop Team Member skills.
Contribute to company culture-change and change-management efforts.
Model Goodwill’s core values of Trust, Collaboration, Engagement, Ownership, and Innovation.
Perform other related duties as assigned.