Customer Service Manager

Goodwill of Central and Northern Arizona

12d•Onsite

About The Position

The Customer Service Manager oversees, leads, and supports achievement of sales-floor goals for Goodwill of Central and Northern Arizona and its affiliated entities. The role directs daily sales-floor operations, leads the team, drives business results, and builds, develops, and retains motivated, high-performing teams of Retail Sales Associates. The manager executes the retail operations plan and oversees sales-floor standards, inventory, paperwork, customer service, and store cleanliness. The role supports Team Member performance and development, handles customer concerns and complex transactions, and ensures compliance with security, health, safety, company policies, and procedures. The position may involve transferring to different stores and performing related duties as business needs require.

Requirements

One year of customer service experience is 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 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 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, safety, and other applicable policies and procedures; coordinate with Goodwill divisions and support changes needed to meet statutory requirements and reduce risk.
Perform related tasks as needed, including 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 of Trust, Collaboration, Engagement, Ownership, and Innovation.
Perform other related duties as assigned.