Customer Service Manager

$35,360 - $35,360/Yr

Goodwill - Mesa, AZ

Full-time - Mid Level

Mesa, AZ

Social Assistance

About the position

The Customer Service Manager at Goodwill of Central & Northern Arizona is responsible for overseeing the sales floor operations, leading a team of Retail Sales Associates, and achieving sales goals. This role involves managing daily operations, ensuring excellent customer service, and maintaining store standards while fostering a positive work environment.

Responsibilities

• Execute retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production.
• Make decisions on day-to-day retail operations within the defined work area.
• Conduct new goods inventory and ensure proper reporting.
• Reconcile and balance all daily paperwork.
• Ensure Team Members deliver excellent customer service to donors and customers.
• De-escalate customer situations while finding appropriate solutions; involve upper management as needed.
• Maintain day-to-day operations of the store, managing Team Member and customer needs.
• Ensure store locations are clean, well-kept, and reflect the Goodwill brand appropriately.
• Transfer to different stores as needed due to business requirements.
• Oversee daily maintenance, custodial duties, and floor standards.
• Provide regular mentoring and training to develop skills of Retail Sales Associates.
• Ensure compliance with all policies and procedures relating to Security, Health, and Safety.
• Perform tasks such as dropping off bank deposits and helping at other stores as needed.
• Process complex sales transactions, including customer returns.
• Collaborate with store leadership to establish a clear company vision and ensure Team Member engagement.
• Manage performance (coaching, discipline, performance improvement plans, and annual reviews), staffing, compensation, and development of Team Members.
• Drive company culture change efforts and change management processes.

Requirements

• High School Diploma, GED, or equivalent work experience.
• One year of work experience in Retail Management (preferred).
• One year of 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.

Benefits

• Paid holidays
• Health insurance
• Dental insurance
• Paid time off
• Employee assistance program
• Vision insurance
• Life insurance