Customer Service Manager

Job Details 2929 N 75th Ave Phoenix Arizona, 85033, View phone number on click.appcast.io Starting Pay :$18.00 Hourly Position Description: Responsible for the 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. Essential Duties and Responsibilities Build, lead, and retain motivated, high performing teams through effective leadership of Retail Sales Associates. 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 his/her 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. Work to de-escalate customer situations while finding an appropriate solution; involve upper management, as needed. Maintain the day-to-day operations of the store including 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 at any given time due to business needs. Oversee and maintain the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards. Provide regular mentoring and training to develop skills of Retail Sales Associates; ensure that Team Members are operating per company standards and procedures. Ensure that the store complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions, as needed; influence any changes necessary to meet statutory requirements, ensuring minimum risk to Team Members and the business. 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 clear company vision and ensure Team Member engagement. Be responsible for 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 skills of Team Members. Play 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) 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 High School Diploma or Equivalent preferred Benefits Medical Plans: 3 Employer Funded Health Reimbursement Account (HRA) Dental Plans: 3 Vision Plan 401K Traditional and Roth Plans Employer Paid Life Insurance Employee Assistance Program (EAP) Paid Time Off; Sick and Vacation Paid Holidays Our Mission and Core Values 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. We create an inclusive and welcoming environment for each other. Equal Opportunity Employer 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. Please contact Goodwill of Central and Northern Arizona 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 Central and Northern Arizona, please contact our Candidate Support Line at View phone number on click.appcast.io, option 5. #J-18808-Ljbffr Goodwill of Central & Northern Arizona