Customer Service Manager

Goodwill of Central and Northern Arizona

7d•Onsite

About The Position

The Customer Service Manager is responsible for overseeing and leading the sales floor and achieving 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, leads, and retains motivated, high-performing Retail Sales Associate teams through effective leadership. The manager executes retail plans and oversees store operations, inventory, paperwork, customer service, and sales-floor standards. The position also supports Team Member development and performance management, promotes company culture and values, and helps ensure the store complies with security, health, and safety policies. The role is based at 310 W Van Buren St, Phoenix, Arizona 85003, with a stated starting pay of $18.00 per hour. Transfers to other stores may be required based on business needs.

Requirements

At least one year of customer service experience.
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.
High school diploma or equivalent.

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 relating to 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.
Maintain day-to-day 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 when required by 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; coordinate with Goodwill divisions and support changes needed to meet statutory requirements and minimize risk.
Perform tasks as needed, including 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 promote 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.