Customer Service Manager

Location: 400 E Highway 260, Payson, Arizona 85541 Starting Pay: $18.00 hourly Position Description Responsible for the oversight, leadership, and achievement of sales floor goals for Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities. Directs all aspects of daily operations, leading the team and driving business results. Key Responsibilities Execute retail operations plan to achieve daily, monthly, quarterly, and yearly profit, revenue, and production targets. Make day‑to‑day operational decisions within defined work area. Conduct new goods inventory and ensure proper reporting; reconcile and balance all daily paperwork. Ensure team members provide excellent customer service, de‑escalate difficult situations, and involve upper management as needed. Maintain clean, well‑kept store environments reflecting the Goodwill brand. Oversee custodial duties, floor standards, and daily maintenance. Provide mentoring and training to develop Retail Sales Associate skills, ensuring compliance with company standards and procedures. Ensure compliance with Security, Health, and Safety policies and coordinate with Goodwill divisions to meet statutory requirements. Handle complex sales transactions, including customer returns. Collaborate with store leadership to establish a clear company vision and foster team engagement. Manage performance: coaching, discipline, performance improvement plans, and annual reviews; handle staffing, compensation, and development of team members. Drive company culture change initiatives 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) and one year of customer service experience (required). Proficiency with Microsoft Office Suite. Ability to pass a background check and drug screen where applicable. Proficient in spoken and written English. Benefits Medical Plans (Employer Funded Health Reimbursement Account – HRA) Dental and Vision Plans 401(k) with employer contributions Employer‑paid life insurance Employee Assistance Program (EAP) Paid Time Off (Sick, Vacation, Holidays) Equal Employment Opportunity Statement Goodwill of Central and Northern Arizona is an equal opportunity employer. Qualified individuals seeking employment are considered without regard to race, color, religion, sex (including pregnancy, 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. Contact Information For questions about this position, please contact the Goodwill Careers team at View phone number on click.appcast.io (option 6) or View email address on click.appcast.io . #J-18808-Ljbffr