Customer Service Manager

Goodwill of Central & Northern Arizona•Bullhead City, AZ

7d•Onsite

About The Position

The Customer Service Manager is responsible for leading the sales floor and achieving 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 oversees retail operations, customer service, inventory and paperwork, store presentation, team development, performance management, and compliance with company policies and applicable safety requirements. The role may involve transferring to different stores based on business needs, assisting other stores, making bank deposits, and attending training and development classes as needed. The position is based at 2350 Miracle Mile Road, Bullhead City, Arizona 86442, with a starting pay of $18.00 per hour. A comprehensive Total Rewards package is available beginning the first of the month following 60 days of employment.

Requirements

One year of customer service experience 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.
High school diploma or equivalent.

Responsibilities

Execute the retail operations plan to achieve daily, monthly, quarterly, and yearly profit, revenue, and production goals for a retail store.
Make decisions regarding 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 and find appropriate solutions, involving upper management as 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 policies and procedures related to security, health, and safety; coordinate with Goodwill divisions and support changes needed to meet statutory requirements and minimize risk.
Perform 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 promote team member engagement.
Manage team member performance, including coaching, discipline, performance improvement plans, annual reviews, staffing, compensation, and development.
Coach, mentor, and train team members to develop their skills.
Support company culture change efforts and change management processes.
Model Goodwill’s core values: Trust, Collaboration, Engagement, Ownership, and Innovation.
Perform other related duties as assigned.