Customer Service Manager

Location: 4005 N 16th St Pheonix Arizona, 85016, Phone: View phone number on click.appcast.io. Starting Pay: $18.00 hourly. Position Description Responsible for oversight, leadership, and achievement of sales floor operations and sales goals for Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities. Responsibilities Execute retail operations plan to meet daily, monthly, quarterly, and yearly profit, revenue, and production goals. Make day‑to‑day decisions within defined work area and conduct new goods inventory with accurate reporting. Reconcile and balance all daily paperwork; ensure Team Members provide excellent customer service to donors and customers. De‑escalate customer situations, involve upper management as needed, and support Team Members and customers. Maintain store cleanliness, custodial duties, and floor standards; transfer to other stores as required for business needs. Provide regular mentoring, training, and coaching to Retail Sales Associates, ensuring compliance with company standards and procedures. Ensure compliance with Security, Health, and Safety policies; coordinate with Goodwill divisions and influence changes to meet statutory requirements. Perform tasks such as bank deposit drop‑offs, assisting at other stores, and attending personal training and development classes as required. Process complex sales transactions, including customer returns, and collaborate with store leadership on vision and Team Member engagement. Manage performance (coaching, discipline, performance improvement plans, annual reviews), 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 in speaking and reading English. Benefits 5 Medical Plans Employer‑Funded Health Reimbursement Account (HRA) 3 Dental Plans Vision Plan 401K 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