Customer Service Manager

Unclassified - Gilbert, AZ

Full-time - Mid Level

Gilbert, AZ

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 high-performing through effective leadership. 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. The manager will also reconcile and balance daily paperwork, 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, involving upper management when necessary. The role requires maintaining the store's cleanliness and ensuring it reflects the Goodwill brand. The manager may be required to transfer to different store locations as business needs dictate. Regular mentoring and training of Retail Sales Associates is essential to develop their skills and ensure compliance with company standards and procedures. The manager will also oversee compliance with security, health, and safety policies, coordinating with various divisions as needed to minimize risk. The position includes performance management responsibilities such as coaching, discipline, and conducting annual reviews. The manager will play a critical role in driving company culture change efforts and will model Goodwill's core values of Trust, Collaboration, Engagement, Ownership, and Innovation. Other related duties may be assigned as necessary.

Responsibilities

• Execute retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production.
• Make decisions on matters relating to the day-to-day retail operation 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.
• Work to de-escalate customer situations while finding appropriate solutions; involve upper management as needed.
• Maintain the day-to-day operations of the store including managing and meeting Team Member and customer needs.
• Ensure store locations are clean, well-kept, and reflect the Goodwill brand appropriately.
• Transfer to different stores at any given time due to business needs.
• Oversee and maintain the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards.
• Provide regular mentoring and training to develop skills of Retail Sales Associates; ensure that Team Members are operating per company standards and procedures.
• Ensure that the store complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions as needed.
• Perform tasks such as dropping off the bank deposit, helping at other stores, and attending personal training and development classes as needed.
• Process complex sales transactions, including customer returns.
• Collaborate 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.
• Play a critical role in driving company culture change efforts and change management processes.
• Model Goodwill Core Values - Trust, Collaboration, Engagement, Ownership, and Innovation.
• Perform other related duties as assigned.

Requirements

• 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.

Benefits

• 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