Customer Service Manager

Goodwill of Central and Northern Arizona•Bullhead City, AZ

8d•Onsite

About The Position

The Customer Service Manager oversees and leads the sales floor to achieve 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, motivates, and retains high-performing Retail Sales Associate teams. The manager is responsible for store operations and goal attainment, customer and donor service, inventory and paperwork, staff development and performance management, and maintaining store standards. The position may require transfers to other stores based on business needs and may include duties such as making bank deposits, assisting other stores, and attending training and development classes. Starting pay is $18.00 per hour. The comprehensive Total Rewards package begins on the first day of the month following 60 days of employment and includes medical, dental, vision, retirement, insurance, assistance, and paid-leave offerings.

Requirements

One year of customer service experience.
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 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 provide excellent customer service to donors and customers.
De-escalate customer situations, find appropriate solutions, and involve upper management as needed.
Manage daily store operations and meet 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 it.
Oversee daily sales-floor operations, including maintenance, custodial duties, and floor standards.
Mentor and train Retail Sales Associates; 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 duties such as making bank deposits, assisting at other stores, and attending training and development classes as needed.
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.
Provide regular mentoring, training, and coaching to develop team member skills.
Support company culture-change efforts and change-management processes.
Model Goodwill Core Values: Trust, Collaboration, Engagement, Ownership, and Innovation.
Perform other related duties as assigned.