Customer Service Manager

Goodwill of Central and Northern Arizona

4d•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 teams through effective leadership of Retail Sales Associates. The position oversees retail operations, customer service, inventory and paperwork, store standards, team training and performance management, and compliance with security, health, and safety policies. The manager may be transferred to different stores based on business needs and may assist with bank deposits, other stores, or training and development activities.

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 for the position.
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.
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.
Maintain day-to-day store operations and address the needs of team members and customers.
Ensure store locations are clean, well-kept, and appropriately reflect the Goodwill brand.
Transfer to different stores when business needs require it.
Oversee sales-floor operations, including daily maintenance, custodial duties, and floor standards.
Mentor and train Retail Sales Associates, develop their skills, and ensure they follow company standards and procedures.
Ensure compliance with security, health, and safety policies and procedures, coordinating with Goodwill divisions and supporting changes needed to meet statutory requirements and minimize risk.
Perform duties such as dropping off bank deposits, helping at other stores, and attending personal training and development classes as needed.
Process complex sales transactions, including customer returns.
Collaborate with store leadership to establish a clear company vision and support 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's core values: Trust, Collaboration, Engagement, Ownership, and Innovation.
Perform other related duties as assigned.