Customer Service Manager

Goodwill of Central and Northern Arizona•Anthem, AZ

About The Position

The Customer Service Manager is responsible for overseeing and leading the sales floor, achieving sales goals, and directing the daily operations of a Goodwill of Central and Northern Arizona retail store. The role builds, leads, and retains motivated, high-performing teams through effective leadership of Retail Sales Associates and other Team Members. The manager supports sales, profit, revenue, and production goals while ensuring excellent customer service and a well-maintained store that reflects the Goodwill brand. The position also supports team development, performance management, staffing, compensation, and engagement; ensures compliance with company policies and applicable security, health, and safety requirements; and contributes to company culture and change-management efforts. The employee may be transferred to different stores based on business needs and may perform related operational tasks 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.
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 regarding day-to-day retail operations within the assigned work area.
Conduct new goods inventory and ensure proper reporting.
Reconcile and balance daily paperwork.
Ensure Team Members provide excellent service to donors and customers.
De-escalate customer situations and find appropriate solutions, involving upper management when 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, 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, coordinating with Goodwill divisions as needed and supporting changes required to meet statutory requirements and minimize risk.
Perform tasks as needed, including 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 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 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.

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 leave.
Paid holidays.
Comprehensive Total Rewards package eligibility beginning the first day of the month following 60 days of employment.