Customer Service Manager

Goodwill of Central & Northern Arizona•Van Buren, AR

6d•Onsite

About The Position

The Customer Service Manager oversees and leads the sales floor to achieve sales goals for Goodwill of Central and Northern Arizona and its affiliated entities. This role directs daily sales-floor operations, leads the team, and supports business performance by building, leading, and retaining motivated, high-performing Retail Sales Associate teams. The manager executes the retail operations plan, monitors performance against profit, revenue, and production goals, and addresses day-to-day operational needs. The role includes customer service and issue resolution, inventory and paperwork oversight, store presentation and safety, and ongoing training, mentoring, and performance management of Team Members. The manager may transfer to different stores based on business needs and may assist with other duties, including bank deposits, support at other stores, and training and development classes.

Requirements

At least 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 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 when required by business needs.
Oversee sales-floor operations, including daily 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 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 promote Team Member engagement.
Manage Team Member performance, including coaching, discipline, performance improvement plans, and annual reviews, as well as staffing, compensation, and development.
Support company culture change efforts and change-management processes.
Model Goodwill’s core values of Trust, Collaboration, Engagement, Ownership, and Innovation.
Perform other related duties as assigned.