Customer Service Manager

Location:

Kingman, Arizona 86409; 3320 Stockton Hill Rd

Starting Pay: $18.00 per hour.

Responsible for overseeing, leading, and achieving sales floor goals for Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities. Directs daily operations of the retail store, builds, leads, and retains high-performing teams, and ensures top-tier customer service.

• Execute retail operations plan to achieve daily, monthly, quarterly, and yearly profit, revenue, and production goals.
• Make day‑to‑day decisions within defined work area, conduct new goods inventory, and ensure accurate reporting.
• Reconcile and balance all daily paperwork.
• Provide excellent customer service, de‑escalate situations and involve upper management as needed.
• Maintain store cleanliness, custodial duties, and floor standards; ensure compliance with Goodwill brand guidelines.
• Mentor, train, and develop Retail Sales Associates; coach performance, discipline, and annual reviews.
• Conduct staffing, compensation, and development of Team Members.
• Drive company culture change efforts, model Goodwill Core Values, and participate in change‑management processes.
• Perform additional duties as assigned.

• High School Diploma, GED, or equivalent work experience.
• One year of retail management or customer service experience.
• Proficient with Microsoft Office Suite.
• Ability to pass required background check and drug screen.
• Proficiency in English (reading and speaking).

• Medical Plans (5 options)
• Employer‑Funded Health Reimbursement Account (HRA)
• Dental Plans (3 options)
• Vision Plan
• 401(k) plan
• Employer‑Paid Life Insurance
• Employee Assistance Program (EAP)
• Paid Time Off, including sick and vacation days
• Paid holidays

Goodwill of Central and Northern Arizona is an equal opportunity employer. Qualified individuals are considered without regard to race, color, religion, sex, national origin, disability, military status, age, genetic information, or any other protected category as defined by applicable laws. Individuals with a disability may be entitled to a reasonable accommodation under the Americans with Disabilities Act.