Customer Service Manager

Goodwill of Central & Northern Arizona•Frederick, MD

1d•Onsite

About The Position

This position is responsible for the oversight, leadership, and achievement of sales floor goals for Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities. The role directs all aspects of daily sales floor operations, leading the team and driving business results. Key responsibilities include building, leading, and retaining motivated, high-performing teams through effective leadership of Retail Sales Associates. Goodwill of Central and Northern Arizona/Goodwill Industries of Monocacy Valley, Inc. (“GCNA/GIMV”) is dedicated to empowering individuals, strengthening families, and building stronger communities by providing no-cost career development, training, and education services. The organization operates on core values of Trust, Collaboration, Engagement, Ownership, and Innovation, fostering an inclusive and welcoming environment with opportunities for job growth.

Requirements

High School Diploma, GED, or equivalent work experience
One-year customer service experience required
Proficient in Microsoft Office Suite
Ability to pass a background check and drug screen, where applicable for position
Ability to speak and read English proficiently

Nice To Haves

One-year work experience in Retail Management

Responsibilities

Executes retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location.
Makes decisions on matters relating to the day-to-day retail operation within his/her defined work area.
Conducts new goods inventory and ensures proper reporting.
Reconciles and balances all daily paperwork.
Ensures Team Members deliver excellent customer service to donors and customers.
Works to de-escalate customer situations while finding an appropriate solution; involves upper management, as needed.
Maintains the day-to-day operations of the store including managing and meeting Team Member and customer needs.
Ensures store locations are clean, well-kept, and reflect the Goodwill brand appropriately.
Transfers to different stores at any given time due to business needs.
Oversees and maintains the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards.
Provides regular mentoring and training to develop skills of Retail Sales Associates; ensures that Team Members are operating per company standards and procedures.
Ensures that the store complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions, as needed; influences any changes necessary to meet statutory requirements, ensuring minimum risk to Team Members and the business.
May perform tasks such as dropping off the bank deposit, helping at other stores, and attending personal training and development classes, as needed.
Processes complex sales transactions, including customer returns.
Collaborates with store leadership to establish clear company vision and ensure Team Member engagement.
Responsible for performance management (coaching, discipline, performance improvement plans, and annual reviews), staffing, compensation, and development of Team Members.
Provides regular mentoring, training, and coaching to develop skills of Team Members.
Plays critical role in driving company culture change efforts and change management processes.
Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
Performs other related duties, as assigned.