Customer Service Manager

Location: 166 Coffee Pot Dr, Sedona, Arizona 86336. Starting Pay: $19.25 hourly. Position Description Responsible for oversight, leadership, and achievement for the sales floor and obtaining set sales goals for Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities. Directs all aspects relating to the daily operations of the sales floor, leading the team and driving the business. Key Responsibilities Build, lead, and retain motivated, high‑performing teams through effective leadership of Retail Sales Associates. Execute the retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production. Make decisions on matters relating to 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 the day‑to‑day operations of the store, 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 as business needs arise. Oversee and maintain day‑to‑day operations of the sales floor, including daily maintenance, custodial duties, and floor standards. Provide mentoring and training to develop skills of Retail Sales Associates; ensure they operate per company standards and procedures. Ensure compliance with all policies and procedures relating to Security, Health, and Safety; coordinate 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 a 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. 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. Ability to speak and read English proficiently. Benefits Five Medical Plans. Employer‑Funded Health Reimbursement Account (HRA). Three Dental Plans. Vision Plan. 401(k). Employer‑Paid Life Insurance. Employee Assistance Program (EAP). Paid Time Off; Sick and Vacation. Paid Holidays. EEO Statement Goodwill of Central and Northern Arizona 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. 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