Customer Service Manager

Goodwill of Central & Northern Arizona•Greenfield, WI

4d•Onsite

About The Position

The Customer Service Manager oversees and leads the sales floor at a Goodwill of Central and Northern Arizona retail store, driving business performance and achieving sales, profit, revenue, and production goals. The role directs daily sales-floor operations and leads, develops, and retains high-performing teams of Retail Sales Associates and other Team Members. The manager maintains store operations and standards, ensures excellent service to donors and customers, handles escalated customer situations, and supports compliance with company policies and procedures for security, health, and safety. The position also includes team performance management, staffing, coaching, training, and contributing to company culture and change-management efforts. The manager may transfer to other stores or assist with other 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.
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.
Make decisions concerning 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 customer service to donors and customers.
De-escalate customer situations, identify appropriate solutions, and involve upper management when needed.
Manage daily store operations and address Team Member and customer needs.
Maintain clean, well-kept store locations that appropriately reflect the Goodwill brand.
Transfer to different stores when business needs require it.
Oversee sales-floor operations, including daily maintenance, custodial duties, and floor standards.
Mentor and train Retail Sales Associates and other Team Members, and ensure they 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 additional duties as needed, such as dropping off 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, and annual reviews; oversee staffing, compensation, and development.
Contribute to 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.