Customer Service Manager

Goodwill of Central and Northern Arizona•Frederick, MD

25d•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 the business, and builds and retains motivated, high-performing teams through effective leadership of Retail Sales Associates. The manager executes retail operations plans and supports profit, revenue, and production goals. The position also maintains store standards, ensures excellent customer service, develops Team Members, and helps ensure compliance with company policies and applicable security, health, and safety requirements. The role may involve transfers to different stores based on business needs and other related duties as assigned.

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 work experience in Retail Management, 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 deliver excellent customer service to donors and customers.
De-escalate customer situations and find appropriate solutions, involving upper management as needed.
Manage daily store operations and respond to Team Member and customer needs.
Ensure store locations are clean, well-kept, and appropriately reflect the Goodwill brand.
Transfer to different stores when 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 necessary to meet statutory requirements and reduce risk.
Perform duties 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 promote Team Member engagement.
Manage Team Member performance, including coaching, discipline, performance improvement plans, and annual reviews, as well as 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.
Comprehensive Total Rewards package eligibility begins on the first day of the month following 60 days of employment.
No-cost career development, training, and education services.