Customer Service Manager

Location:

3273 Maricopa Ave, Lake Havasu, Arizona 86406. Starting Pay: $18.00 hourly.

Responsible for 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 sales floor operations, leading the team and driving business performance.

• Build, lead, and retain motivated, high‑performing teams of Retail Sales Associates.
• Execute the retail operations plan to achieve daily, monthly, quarterly, and yearly profit, revenue, and production goals.
• Make decisions related to day‑to‑day retail operations 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 and find appropriate solutions, involving upper management as needed.
• Maintain store operations, meet Team Member and customer needs, and keep the location clean and brand‑consistent.
• Transfer to different stores as business needs dictate.
• Oversee floor maintenance, custodial duties, and floor standards.
• Provide regular mentoring and training to develop Retail Sales Associate skills and ensure compliance with company standards.
• Ensure compliance with Security, Health, and Safety policies and coordinate with Goodwill divisions as needed.
• Perform tasks such as bank deposit drops, assistance at other stores, and attendance at training and development classes.
• Process complex sales transactions, including customer returns.
• Collaborate with store leadership to establish vision, engage Team Members, and champion company culture change efforts.
• Manage performance (coaching, discipline, improvement plans, annual reviews), staffing, compensation, and development of Team Members.
• Model Goodwill Core Values:
  Trust, Collaboration, Engagement, Ownership, and Innovation.
• Perform other related duties as assigned.

• High School Diploma, GED, or equivalent work experience.
• One year of experience in Retail Management (preferred).
• One year of customer service experience (required).
• Proficient in Microsoft Office Suite.
• Ability to pass a background check and drug screen, where applicable.
• Ability to speak and read English proficiently.

• Comprehensive Total Rewards package, effective the first of the month following 60 days of employment.
• 5 Medical Plans.
• Employer‑Funded Health Reimbursement Account (HRA).
• 3 Dental Plans.
• Vision Plan.
• 401(k) plan.
• Employer‑Paid Life Insurance.
• Employee Assistance Program (EAP).
• Paid Time Off, including Sick, Vacation, and Paid Holidays.
• Additional benefits applicable to your employment class.

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. For assistance or accommodations due to a disability as defined by the Americans with Disabilities Act, please contact Goodwill of Central and Northern Arizona.