Customer Service Manager

Location: 805 East Main Street, Middletown, Maryland, 21769. Phone: View phone number on click.appcast.io. Starting Pay: $19.25 /hr. 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. Key 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 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 an appropriate solution; involve upper management as needed. Maintain 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 as business needs dictate. Oversee and maintain 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 operate per company standards and procedures. Ensure compliance with all policies and procedures relating to Security, Health, and Safety; coordinate with Goodwill divisions and influence changes needed to meet statutory requirements. 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. Manage performance coaching, discipline, performance improvement plans, and annual reviews; handle staffing, compensation, and development of Team Members. 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 work experience in Retail Management (preferred). One-year 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 Medical Plans (5 options). Employer‑Funded Health Reimbursement Account (HRA). Dental Plans (3 options). Vision Plan. 401(k) – Employer Match. Life Insurance – Employer Paid. Employee Assistance Program (EAP). Paid Time Off (Sick and Vacation). Paid Holidays. Equal Opportunity Employer 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), gender identity, sexual orientation, 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