Customer Service Manager

Position Description Responsible for oversight, leadership, and achievement of sales floor operations and attainment of set sales goals for Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities. Directs all aspects of daily sales floor operations, leading the team and driving the business. Essential Duties and Responsibilities Execute retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location. Make decisions on matters relating to the day‑to‑day retail operation within 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, involving upper management as needed. Maintain day‑to‑day store operations, including managing and meeting Team Member and customer needs. Ensure store locations are clean, well‑kept, and reflect the Goodwill brand. Transfer to different stores as business needs dictate. Oversee and maintain day‑to‑day sales floor operations, including daily maintenance, custodial duties, and floor standards. Provide regular mentoring and training to develop Retail Sales Associates’ skills; ensure compliance with company standards and procedures. Ensure compliance with all policies and procedures related to Security, Health, and Safety, coordinating with Goodwill divisions as needed. Perform tasks such as dropping off bank deposits, assisting at other stores, and attending training and development classes as required. Process complex sales transactions, including customer returns. Collaborate with store leadership to establish clear company vision and ensure Team Member engagement. Handle performance management (coaching, discipline, performance improvement plans, and annual reviews), staffing, compensation, and development of Team Members. Provide regular mentoring, training, and coaching to develop Team Member skills. 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. Minimum Qualifications (Education, Experience, Skills) High School Diploma, GED, or equivalent work experience. One year of work experience in Retail Management (preferred). One year of customer service experience (required). Proficiency in Microsoft Office Suite. Ability to pass a background check and drug screen, where applicable. Ability to speak and read English proficiently. Benefits 5 Medical Plans Employer‑Funded Health Reimbursement Account (HRA) 3 Dental Plans Vision Plan 401(k) Employer‑Paid Life Insurance Employee Assistance Program (EAP) Paid Time Off; Sick and Vacation Paid Holidays Goodwill of Monocacy Valley is an equal opportunity employer. Qualified individuals seeking employment are considered without regard to race, 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. Please contact Goodwill of Monocacy Valley 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. #J-18808-Ljbffr