Customer Service Manager

Goodwill - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

501-1,000 employees

Social Assistance

About the position

The Customer Service Manager at Goodwill of Central and Northern Arizona (GCNA) is responsible for overseeing the sales floor operations and achieving set sales goals. This role involves leading a team of Retail Sales Associates, ensuring that they are motivated and performing at a high level. 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 the daily operations of the store, conducting inventory, and ensuring proper reporting and reconciliation of daily paperwork. The manager is also tasked with maintaining excellent customer service standards, addressing customer concerns, and ensuring that the store environment is clean and reflective of the Goodwill brand. In addition to operational responsibilities, the Customer Service Manager will provide mentoring and training to team members, ensuring compliance with company policies and procedures related to security, health, and safety. The role may require transferring to different store locations based on business needs and performing various tasks such as bank deposits and assisting at other stores. The manager will also play a critical role in performance management, including coaching, discipline, and conducting annual reviews. This position is integral to driving company culture and change management processes, modeling Goodwill's core values of Trust, Collaboration, Engagement, Ownership, and Innovation.

Responsibilities

• Oversee the sales floor operations and achieve set sales goals for the store.
• Execute the retail operations plan to meet profit, revenue, and production goals.
• Make decisions regarding daily retail operations within the defined work area.
• 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 day-to-day operations of the store, managing Team Member and customer needs.
• Ensure store locations are clean 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 mentoring and training to develop Retail Sales Associates' skills.
• Ensure compliance with policies and procedures related to Security, Health, and Safety.
• Process complex sales transactions, including customer returns.
• Collaborate with store leadership to establish a clear company vision and ensure Team Member engagement.
• Manage performance, 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.
• Ability to speak and read English proficiently.

Benefits

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