Customer Service Manager

Goodwill of Central and Northern Arizona•Pinetop-Lakeside, 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 business results, and builds and retains motivated, high-performing teams through effective leadership of Retail Sales Associates. The manager maintains store operations and standards, supports excellent service for donors and customers, handles complex transactions and escalated customer situations, and ensures compliance with company policies and procedures. The role also includes hiring and staffing responsibilities, team performance management, mentoring and training, and contributing to company culture and change-management efforts. The position may require transferring to different stores based on business needs and performing related tasks as assigned. Starting pay is $18.00 per hour. Employees become eligible for the listed Total Rewards package on the first day of the month following 60 days of employment.

Requirements

One year of customer service experience 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 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 as needed.
Manage day-to-day 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 as needed due to business needs.
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, coordinating with Goodwill divisions as needed and supporting changes needed to meet statutory requirements and reduce risk.
Perform related tasks as needed, such as dropping off bank deposits, assisting 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 Core Values: Trust, Collaboration, Engagement, Ownership, and Innovation.
Perform other related duties as assigned.