Customer Service Manager

Goodwill of Central and Northern Arizona•Prescott Valley, AZ

13d•Onsite

About The Position

The Customer Service Manager is responsible for oversight and leadership of the sales floor and achieving set sales goals for Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities. The role directs the daily operations of a retail store’s sales floor, leads the team, and drives business results. A key focus is building, leading, and retaining motivated, high-performing teams through effective leadership of Retail Sales Associates. The manager executes the retail operations plan, makes day-to-day operational decisions within their work area, supports customer and donor service, and ensures the sales floor and store meet company standards. The role also includes team development and performance management, operational reporting and paperwork, safety and security compliance, and supporting other stores or business needs as required.

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 retail management work experience 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 location.
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 deliver excellent customer service to donors and customers.
De-escalate customer situations and identify 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 needed due to business needs.
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, coordinating with Goodwill divisions and influencing changes needed to meet statutory requirements and reduce risk.
Perform duties as needed, such as 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 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.