Customer Service Manager

Goodwill of Central and Northern Arizona•Mesa, 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, and drives the business. It includes building, leading, and retaining motivated, high-performing teams through effective leadership of Retail Sales Associates. The manager is responsible for retail operations, customer service, inventory and paperwork, store standards, team training and performance management, and compliance with security, health, and safety policies. The position may involve transferring to different stores based on business needs and assisting with bank deposits, other stores, or training and development activities as needed.

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, preferred.
High school diploma or equivalent, preferred.

Responsibilities

Execute the retail operations plan to meet daily, monthly, quarterly, and yearly profit, revenue, and production goals for a retail store.
Make decisions about 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 customer 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 stores 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 they follow company standards and procedures.
Ensure compliance with security, health, and safety policies and procedures; coordinate with Goodwill divisions and influence 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 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; 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.