Customer Service Manager

Goodwill of Central and Northern Arizona

19d•Onsite

About The Position

The Customer Service Manager oversees and leads the sales floor at a Goodwill of Central and Northern Arizona retail store, working to achieve sales, profit, revenue, and production goals. The role directs daily sales-floor operations, leads Retail Sales Associates, and builds and retains motivated, high-performing teams. The manager maintains store standards, supports customer and Team Member needs, and ensures operations comply with company policies and applicable security, health, and safety requirements. The position may require transferring to different stores based on business needs and assisting with tasks such as bank deposits, support at other stores, and training and 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 for the position.
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 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 deliver excellent customer service to donors and customers.
De-escalate customer situations and find appropriate solutions, involving upper management when needed.
Manage the day-to-day operations of the store while meeting 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, develop their skills, 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 make changes needed to meet statutory requirements and minimize risk.
Perform tasks as needed, such as dropping off 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 support Team Member engagement.
Manage Team Member performance, including coaching, discipline, performance improvement plans, and annual reviews, as well as staffing, compensation, and development.
Provide mentoring, training, and coaching to develop Team Member 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.