Customer Service Manager

Goodwill of Central and Northern Arizona

19d•Onsite

About The Position

The Customer Service Manager oversees and leads the sales floor, works to achieve sales goals, and directs the daily operations of a Goodwill of Central and Northern Arizona (GCNA) retail store. The role builds, leads, and retains high-performing teams through effective leadership, mentoring, and training of Retail Sales Associates and other Team Members. The manager supports store profitability, revenue, and production goals; maintains customer service and store standards; and helps ensure compliance with company policies and applicable security, health, and safety requirements. The role may require transferring to different stores based on business needs and performing related tasks as assigned.

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 retail management work experience.
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 service to donors and customers.
De-escalate customer situations and find appropriate solutions, involving upper management when needed.
Manage day-to-day 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 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 minimize risk.
Perform tasks such as making 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 Core Values: 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.
Benefits eligibility begins on the first day of the month following 60 days of employment.