Customer Service Manager

Goodwill of Central and Northern Arizona•Avenue, MD

8d•Onsite

About The Position

The Customer Service Manager oversees and leads the sales floor at a Goodwill of Central and Northern Arizona retail store, driving sales goals and daily operations. The role includes leading, developing, and retaining high-performing Retail Sales Associates and ensuring excellent service for donors and customers. The manager supports store performance, team engagement, company culture, and compliance with operational, security, health, and safety requirements. The position may require transfers to different stores based on business needs and performing tasks such as bank deposits, assisting at other stores, or attending 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.
Ability to speak and read English proficiently.
High school diploma or equivalent preferred.

Nice To Haves

One year of work experience in Retail Management is preferred.
High school diploma or equivalent is 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 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 the day-to-day operations of the store 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 and 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 reduce risk.
Perform tasks as needed, including making 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 ensure Team Member engagement.
Manage Team Member performance, including coaching, discipline, performance improvement plans, annual reviews, staffing, compensation, and development.
Provide ongoing 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.