Customer Service Manager

Goodwill of Central & Northern Arizona•Gilbert, AZ

1d•Onsite

About The Position

The Customer Service Manager is responsible for overseeing and leading the retail sales floor and achieving sales goals for Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities. The role directs daily sales-floor operations, leads the team, and drives the business. It includes building, leading, and retaining motivated, high-performing teams through effective leadership of Retail Sales Associates. The manager executes the retail operations plan and makes decisions about day-to-day operations within their work area. They maintain store standards, support customer and donor service, develop Team Members, and oversee performance management, staffing, compensation, and development. The role may require transferring to other stores based on business needs and performing related tasks such as bank deposits, helping at other stores, or attending development classes.

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 is preferred.
High school diploma or equivalent is 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 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 deliver excellent service to donors and customers.
De-escalate customer situations, find appropriate solutions, and involve upper management when needed.
Manage daily store operations and meet the needs of Team Members and customers.
Ensure store locations are clean, well-kept, and appropriately reflect the Goodwill brand.
Transfer to different stores when business needs require it.
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 needed to meet statutory requirements and minimize risk.
Perform tasks as needed, such as delivering bank deposits, helping 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, and annual reviews; oversee 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's core values of Trust, Collaboration, Engagement, Ownership, and Innovation.
Perform other related duties as assigned.