Customer Service Manager

Goodwill of Central and Northern Arizona

9d•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. The role directs daily sales-floor operations, leads the team, drives business results, and builds, leads, and retains motivated, high-performing teams through effective leadership of Retail Sales Associates. The position manages store operations and customer and Team Member needs, ensures excellent customer service and appropriate resolution of customer concerns, and maintains store standards, cleanliness, safety, and compliance. It also supports the development and performance of Team Members and contributes to company culture and change initiatives. The role may require transfers to other stores or travel between stores to meet business needs.

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 for the position.
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 goals for profit, revenue, and production.
Make decisions relating to 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 customer service to donors and customers.
De-escalate customer situations and find appropriate solutions, involving upper management as needed.
Maintain 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 required by business needs.
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, coordinating with Goodwill divisions as needed and supporting changes required to meet statutory requirements and minimize risk.
Perform duties as needed, such as dropping off bank deposits, assisting 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 ensure 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.
Help drive company culture change efforts and change-management processes.
Model Goodwill Core Values: Trust, Collaboration, Engagement, Ownership, and Innovation.
Perform other related duties as assigned.