Customer Service Manager

Goodwill of Central & Northern Arizona•Prescott Valley, AZ

25d•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 business results. It includes building, leading, and retaining motivated, high-performing teams through effective leadership of Retail Sales Associates. The position is based at 7620 E State Route 69, Prescott Valley, Arizona, 86314, and the starting pay is $18.00 per hour. The manager is responsible for store operations and team performance, including staffing, performance management, customer service, inventory reporting, paperwork reconciliation, and compliance with company policies and safety requirements. The role may involve transferring to different stores based on business needs, supporting other stores, making bank deposits, and attending training and development classes. Employees become eligible for the listed Total Rewards package on the first day of the month following 60 days of employment. Goodwill describes its mission as empowering individuals, strengthening families, and building stronger communities, and its core values as Trust, Collaboration, Engagement, Ownership, and Innovation.

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 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 relating to 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 involve upper management when needed.
Manage day-to-day store operations while meeting 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.
Oversee sales-floor operations, including daily 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 other 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 ensure team member engagement.
Manage team member performance, including coaching, discipline, performance improvement plans, and annual reviews, as well as 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: Trust, Collaboration, Engagement, Ownership, and Innovation.
Perform other related duties as assigned.