Customer Service Manager

ESSENTIAL EXPECTATIONSCustomer Service ExpectationsServing customers at Goodwill has never been more rewarding. Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your fellow coworker to exceed, Goodwill is about reaching out and making a difference.Diversity, Equity, And Inclusion ExpectationsGoodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued. The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence.Safety ExpectationsAt Goodwill, safety is everyone’s job. Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe. Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission.POSITION EXPECTATIONPOSITION EXPECTATIONSPosition SummaryThe Customer Service Manager assists the Store Manager in the front-end operations of the store to maximize collections, production, sales, salvage, and customer service.ResponsibilitiesMaximizes sales performance through proper rotation, display, signage, and inventory of processed merchandise. Meets or exceeds sales goals on a consistent basis.Directs, supervises, trains, and evaluates all sales associates within their store.Participates in interviewing candidates for entry level retail roles.Ensures that quality customer service is presented and provided by all team members in a timely and courteous manner to all customers, donors, and other team members.Ensures training and merchandising guidelines are followed.Contributes input to and assists in administering team member evaluations.Oversees the new goods inventory within the store. Maintains the merchandising, categorizing, and replenishing of the new goods daily.Interfaces with POS (Point of Sale) system, provides feedback to the IT team as necessary, and assists in the roll out of updates and modifications.Completes the order fulfillments daily and backs up the Production Manager if needed.Collects all found money and donated jewelry daily. Money found must be given to the manager with the name of the team member. All paperwork needs to be emailed within the same day. Jewelry is sent back to E-Commerce.Ensures that the store and surrounding premises are kept clean and free of safety hazards.Ensures that safety procedures are understood and followed by all team members.Ensures that Asset Protection matters are reported and investigated accurately and in a timely manner.Ensures proper operation of security and safety systems including, but not limited to: door locks, alarms, office door, bank deposits, refunds, safe, incident reports, fire extinguishers.Ensures proper cash handling including enforcement of cash register procedures and submission of required fields.Assists in any other projects or tasks as determined by management.COCY EXPECTATIONSCore CompetenciesLeadershipSets and enforces standards. Applies organization core values to guide decision making. Works well with others and encourages teamwork and development. Displays initiative. Self-confident and motivates others. Fair and consistent when evaluating or modifying behaviors in others. Celebrates and rewards accomplishments.Job KnowledgePossesses comprehensive, functional and technical knowledge and skills to perform at a high level of accomplishment. Discerns how the job relates to other functions within the department and Goodwill operations. Follows policies, procedures, and safety protocols.AccountabilityResults oriented. Sets goals, accepts responsibility for achieving results, and quality of work. Takes ownership, remedies errors, and learns from mistakes. Responds professionally to constructive criticism.CommunicationPossesses effective verbal/non-verbal, written, listening, and digital skills. Articulates complex and simple thoughts proficiently with colleagues, supervisors, direct reports, and customers. Effectively persuades and affects change.ProfessionalismConsistently conducts self in a competent, skilled and responsible manner. Performs to the highest standards with dedication, ethics, and integrity. Depicts the brand and represents the business appropriately.Job Specific CompetenciesInitiativeProactively evaluates, selects and takes action to solve current and potential problems. Meets objectives with a sense of urgency. Identifies new opportunities before being asked.DependabilityMeets deadlines and works autonomously. Focused, punctual, and maintains consistent attendance. Accountable and can be relied upon during challenging and unexpected situations.Service OrientedSupports, assists, and advises internal and external customers in a timely manner displaying proactive and reactive behaviors. Demonstrates productive verbal and listening skills. Establishes and maintains effective relationships. Meets quality standards and evaluates customer satisfaction and results.Quality FocusedStrives for excellence. Organized, methodical, accurate and thorough. Understands scope of responsibility. Improves performance and outcomes. Problem solves and manages time restraints. Maintains the highest level of product and customer experience. Develops and implements best practices and accreditation standards.Results OrientedDefines and exceeds goals with resolve and ingenuity. Designs and implements plans. Possesses vision and identifies steps for achievement. Ambitious and goes above and beyond expectations. Assesses and revises strategies based on outcomes.Environmental FactorsDuties will be conducted at the Retail Stores, Central Warehouse, or other assigned Goodwill locations where no cooling or heating will be available. Exposure to extreme heat, cold, dust, animal hair and sometimes humidity.Physical FactorsMust be able to lift, carry, push, pull a minimum of 50 pounds.Must be able to tolerate prolonged standing, walking, reaching, stooping, lifting, pulling, bending, kneeling.Education, Experience and RequirementsRequiredMinimum of 1 year of retail supervisory experienceProven reliability in meeting attendance expectationsMust be able to operate and obtain certification for use of the power stacker.Team members in this position are required to travel at moment notice or be transferred to other Goodwill retail stores, based on business operational needs.Must be able to continuously perform repetitive work at a set pace.Must possess a working knowledge of retail and computer technology.Exhibits a high level of integrity and business ethics.Exhibits a high level of adaptability and flexibility.PreferredHigh school/GED completion preferred.Bilingual (English and Spanish) a plus. #J-18808-Ljbffr Goodwill of Southern Nevada