Customer Service Manager

Position Summary Responsible for oversight, leadership and achievement of the sales floor and meeting sales goals for Goodwill of Central and Northern Arizona (GCNA) and affiliated entities. Directs daily operations of the sales floor, leading the team and driving business. Key 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 situations and involve upper management as needed. Maintain day‑to‑day operations, including managing and meeting team member and customer needs, keeping the store clean and reflecting Goodwill brand. Provide regular mentoring and training to develop retail sales associates and ensure adherence to company standards. Ensure compliance with security, health, and safety policies, coordinating with Goodwill divisions; influence changes to meet statutory requirements. Perform tasks such as bank deposit drops, assistance at other stores, and attend 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. Perform performance management: coaching, discipline, performance improvement plans, and annual reviews; handle staffing, compensation, and development of team members. Drive company culture change efforts and change management processes. Model Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation. Perform other related duties as assigned. Minimum Qualifications High School Diploma, GED, or equivalent work experience. One year of retail management experience (preferred). One year of customer service experience (required). Proficiency in Microsoft Office Suite. Ability to pass a background check and drug screen, where applicable. Proficient speaking and reading English. Benefits Starting Pay: $18.00 per hour. Eligible for a comprehensive Total Rewards package after 60 days of employment, including: Medical plans (5 options). Employer‑funded Health Reimbursement Account (HRA). Dental plans (3 options). Vision plan. 401(k). Employer‑paid life insurance. Employee Assistance Program (EAP). Paid time off: sick and vacation. Paid holidays. Equal Opportunity Employer Goodwill of Central and Northern Arizona is an equal opportunity employer. Qualified individuals seeking employment are considered without regard to race, color, religion, sex, national origin, disability, military status, age, genetic information, or any other category protected by applicable fair employment practice laws. Individuals with a disability may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or state or local laws. #J-18808-Ljbffr