Customer Service Manager

Unclassified - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

About the position

The Customer Service Manager at the Dunlap2 Store in Phoenix, AZ, is responsible for overseeing the sales floor and achieving set sales goals for Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities. This role involves directing all aspects of daily operations on the sales floor, leading a team of Retail Sales Associates, and driving business performance. The manager will execute the retail operations plan to meet daily, monthly, quarterly, and yearly goals for profit, revenue, and production. This includes making decisions related to day-to-day retail operations, conducting inventory, reconciling daily paperwork, and ensuring that team members deliver excellent customer service to both donors and customers. In addition to operational responsibilities, the Customer Service Manager will work to de-escalate customer situations and find appropriate solutions, maintaining a clean and well-kept store that reflects the Goodwill brand. The role requires regular mentoring and training of Retail Sales Associates to develop their skills and ensure compliance with company standards and procedures. The manager will also oversee the store's compliance with security, health, and safety policies, coordinating with various divisions as necessary. This position may involve performing tasks such as bank deposits, assisting at other stores, and attending training and development classes. The Customer Service Manager plays a critical role in driving company culture change efforts and managing performance, including coaching, discipline, and annual reviews of team members. The manager is expected to model Goodwill's core values of Trust, Collaboration, Engagement, Ownership, and Innovation while performing other related duties as assigned.

Responsibilities

• Oversee the sales floor and achieve set sales goals for the store.
• Direct daily operations of the sales floor and lead the Retail Sales Associates team.
• Execute the retail operations plan to meet profit, revenue, and production goals.
• Conduct new goods inventory and ensure proper reporting.
• Reconcile and balance all daily paperwork.
• Ensure excellent customer service is delivered to donors and customers.
• De-escalate customer situations and find appropriate solutions.
• Maintain the cleanliness and organization of the store to reflect the Goodwill brand.
• Mentor and train Retail Sales Associates to develop their skills.
• Ensure compliance with security, health, and safety policies.
• Perform tasks such as bank deposits and assisting at other stores as needed.
• Manage performance, staffing, compensation, and development of team members.
• Drive company culture change efforts and manage change 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.
• Ability to speak and read English proficiently.

Benefits

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