Customer Service Manager

Responsible for the oversight, leadership and achievement for the sales floor and obtaining set sales goals for Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities. Directs all aspects relating to the daily operations of the sales floor, leading the team and driving the business.

Key responsibilities include:

• Building, leading, and retaining motivated, high performing teams through effective leadership of Retail Sales Associates.
• Executing retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location.
• Making decisions on matters relating to the day-to-day retail operation within his/her defined work area.
• Conducting new goods inventory and ensuring proper reporting.
• Reconciling and balancing all daily paperwork.
• Ensuring Team Members deliver excellent customer service to donors and customers.
• Working to de-escalate customer situations while finding an appropriate solution; involving upper management, as needed.
• Maintaining the day-to-day operations of the store including managing and meeting Team Member and customer needs.
• Ensuring store locations are clean, well-kept, and reflect the Goodwill brand appropriately.
• Transferring to different stores at any given time due to business needs.
• Overseeing and maintaining the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards.
• Providing regular mentoring and training to develop skills of Retail Sales Associates; ensuring that Team Members are operating per company standards and procedures.
• Ensuring that the store complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions, as needed; influencing any changes necessary to meet statutory requirements, ensuring minimum risk to Team Members and the business.
• Processing complex sales transactions, including customer returns.
• Collaborating with store leadership to establish clear company vision and ensure Team Member engagement.
• Responsible for performance management (coaching, discipline, performance improvement plans, and annual reviews), staffing, compensation, and development of Team Members.
• Playing a critical role in driving company culture change efforts and change management processes.
• Modeling Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
• Performing other related duties, as assigned.

Minimum Qualifications (Education, Experience, Skills):

• High School Diploma, GED, or equivalent work experience.
• One-year work experience in Retail Management, preferred.
• One-year customer service experience required.
• Proficient in Microsoft Office Suite.
• Ability to pass a background check and drug screen, where applicable for position.
• Ability to speak and read English proficiently.

You will be eligible for a comprehensive Total Rewards package, 1st of the month following 60 days of employment that includes the following: 5 Medical Plans, Employer Funded Health Reimbursement Account (HRA), 3 Dental Plans, Vision Plan, 401K (Immediate participation upon hire), Employer Paid Life Insurance, Employee Assistance Program (EAP), Paid Time Off; Sick and Vacation, Paid Holidays.

These are just a few highlights of our key benefit offerings!