Customer Service Manager

1699 Contra Costa Boulevard Pleasant Hill California, 94523, Pay Range Minimum $19.25 Position Description Responsible for the oversight, leadership and achievement for the sales floor and obtaining set sales goals for Goodwill of the San Francisco Bay. Directs all aspects relating to the daily operations of the sales floor, leading the team and driving the business. Key responsibilities include building, leading, and retaining motivated, high performing teams through effective leadership of Retail Sales Associates. Executes retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location. Makes decisions on matters relating to the day-to‑day retail operation within his/her defined work area. Conducts new goods inventory and ensures proper reporting. Reconciles and balances all daily paperwork. Ensures Team Members deliver excellent customer service to donors and customers. Works to de‑escalate customer situations while finding an appropriate solution; involves upper management, as needed. Maintains the day‑to‑day operations of the store including managing and meeting Team Member and customer needs. Ensures store locations are clean, well‑kept, and reflect the Goodwill brand appropriately. Transfers to different stores at any given time due to business needs. Oversees and maintains the day‑to‑day operations of the sales floor including daily maintenance, custodial duties, and floor standards. Provides regular mentoring and training to develop skills of Retail Sales Associates; ensures that Team Members are operating per company standards and procedures. Ensures that the store complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions, as needed; influences any changes necessary to meet statutory requirements, ensuring minimum risk to Team Members and the business. May perform tasks such as dropping off the bank deposit, helping at other stores, and attending personal training and development classes, as needed. Processes complex sales transactions, including customer returns. Collaborates with store leadership to establish clear company vision and ensure Team Member engagement. Maintains regular and consistent in‑person attendance. Responsible for performance management (coaching, discipline, performance improvement plans, and annual reviews), staffing, compensation, and development of Team Members. Provides regular mentoring, training, and coaching to develop skills of Team Members. Plays critical role in driving company culture change efforts and change management processes. Performs other related duties, as assigned. Key Competencies/Enabling Attributes Leading Your People: Effectively engages and inspires others to become proud members of Goodwill by being a role model in every action and interaction. Acquires and Retains Top Talent – Creates and motivates the highest quality workforce to ensure Goodwill becomes a best‑in‑class organization. Fosters a Foundation of Trust – Establishes an environment of trust and respect that inspires high engagement. Builds Diverse Partnerships – Develops strategic partnerships inside and outside the organization to support the Goodwill vision and brand. Leading Performance: Delivers high performance results through effective decision‑making, planning, and execution to exceed customer expectations. Manages Performance and Results – Develops and executes plans that drive accountability for operational success. Makes Sound and Timely Decisions – Models managerial courage, business acumen and discernment to make sound decisions that positively impact business results. Surpasses Customer Expectations – Establishes an attitude and commitment to “wow” the customer. Leading the Business: Possesses the knowledge and expertise to lead the operations, deliver results, control budget, & drive business growth. Applies Business and Financial Reasoning – Understands how the team’s performance and financials contribute to the success of the Goodwill Mission. Acts Strategically – Develops distinctive strategies to achieve competitive advantage and translates a strategic vision into specific objectives and action plans. Embraces Change and Innovation – Establishes an environment that anticipates and embraces change. Qualifications 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 Reasonable Accommodation Statement: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Working at Goodwill is more than a job–it is an opportunity for people needing a second chance in entering or re‑entering the workplace to build the foundation of knowledge, skills, and experience to advance in their careers. Our supportive employment programs provide an opportunity to learn while you earn to advance along technology, retail, warehousing and logistics, e‑commerce or our Corporate Services Career Pathways program. Full‑time jobs at Goodwill SF Bay offer medical, dental & vision insurance, a retirement fund, professional development training, commuter benefits, flexible healthcare spending account, and a mental health + wellbeing employee assistance program, in addition to a positive, growth‑oriented environment. Become a valued member of an organization where good work meets community impact. Our mission is: Empowering Individuals, Strengthening Families, and Building Stronger Communities. Goodwill provides no‑cost career development, training, and education services to help individuals build a better life for themselves and their families. Our core values are Trust, Collaboration, Engagement, Ownership, and Innovation. Everything we accomplish as a team is centered around these core values. Together, we create an inclusive and welcoming environment for each other. With stores conveniently located near you, you can work for a company where team strength and success are valued and encouraged. Join our team and gain opportunities for job growth at Goodwill and beyond. Goodwill of the San Francisco Bay is an equal opportunity employer. Qualified individuals seeking employment are considered without regard to race (including traits associated with race, e.g., hairstyles), color, religion, sex (including pregnancy and related conditions, sexual orientation, or gender identity), national origin, disability, military status, age, genetic information, or any other category protected by applicable federal, state and local fair employment practice laws. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Individuals with a disability may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or state or local laws. Please contact Goodwill of the San Francisco Bay at View phone number on click.appcast.io option 6 or View email address on click.appcast.io if you need assistance or an accommodation due to a disability as defined by the Americans with Disabilities Act. For questions about your application or employment with Goodwill of the San Francisco Bay, please contact our Candidate Support Line at View phone number on click.appcast.io, option 5. #J-18808-Ljbffr