Customer Service Manager

Position Description

3525 Macarthur Blvd Oakland California, 94619, Pay Range Minimum $19.25

• Directs all aspects relating to the daily operations of the sales floor, leading the team and driving the business.
• Builds, leads, and retains motivated, high performing teams through effective leadership of Retail Sales Associates.
• Executes retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location.
• Makes decisions on matters relating to the day-to-day retail operation within his/her defined work area.
• Conducts new goods inventory and ensures proper reporting.
• Reconciles and balances all daily paperwork.
• Ensures Team Members deliver excellent customer service to donors and customers.
• Works to de-escalate customer situations while finding an appropriate solution; involves upper management, as needed.
• Maintains the day-to-day operations of the store including managing and meeting Team Member and customer needs.
• Ensures store locations are clean, well-kept, and reflect the Goodwill brand appropriately.
• Transfers to different stores at any given time due to business needs.
• Oversees and maintains the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards.
• Provides regular mentoring and training to develop skills of Retail Sales Associates; ensures that Team Members are operating per company standards and procedures.
• Ensures that the store complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions, as needed; influences any changes necessary to meet statutory requirements, ensuring minimum risk to Team Members and the business.
• May perform tasks such as dropping off the bank deposit, helping at other stores, and attending personal training and development classes, as needed.
• Processes complex sales transactions, including customer returns.
• Collaborates with store leadership to establish clear company vision and ensure Team Member engagement.
• Maintains regular and consistent in-person attendance.
• Responsible for performance management (coaching, discipline, performance improvement plans, and annual reviews), staffing, compensation, and development of Team Members.
• Plays critical role in driving company culture change efforts and change management processes.
• Acts as a key liaison with Local and regional management.
• Performs other related duties, as assigned.

Leading Your People:
Effectively engages and inspires others to become proud members of Goodwill by being a role model in every action and interaction.

Acquires and Retains Top Talent – Creates and motivates the highest quality workforce to ensure Goodwill becomes a best-in‑class organization.

Fosters a Foundation of Trust – Establishes an environment of trust and respect that inspires high engagement.

Builds Diverse Partnerships – Develops strategic partnerships inside and outside the organization to support the Goodwill vision and brand.

Leading Performance:
Delivers high performance results through effective decision‑making, planning, and execution to exceed customer expectations.

Manages Performance and Results – Develops and executes plans that drive accountability for operational success.

Makes Sound and Timely Decisions – Models managerial courage, business acumen and discernment to make sound decisions that positively impact business results.

Surpasses Customer Expectations – Establishes an attitude and commitment to "wow" the customer.

Leading the Business:
Possesses the knowledge and expertise to lead the operations, deliver results, control budget, & drive business growth.

Applies Business and…