Customer Service Manager

Anthem Store - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

About the position

The Customer Service Manager at the Anthem Store is responsible for overseeing the sales floor operations and achieving sales goals for Goodwill of Central and Northern Arizona. This role involves leading a team of Retail Sales Associates, ensuring excellent customer service, and maintaining store standards. The manager will also handle daily operations, inventory management, and staff development while fostering a positive work environment aligned with the company's core values.

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 bank deposits and assisting 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 through coaching, discipline, performance improvement plans, and annual reviews.
• Play a critical role in driving company culture change efforts.

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.

Nice-to-haves

• Certified Information Systems Auditor
• Experience in enterprise sales
• Mentoring experience

Benefits

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