Customer Service Manager

2929 N 75th Ave Phoenix Arizona, 85033,  Starting Pay :$18.00 Hourly

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.

• 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 his/her 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.
• Work to de-escalate customer situations while finding an appropriate solution; involve upper management, as needed.
• Maintain the 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 at any given time due to business needs.
• Oversee and maintain the 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 are operating per company standards and procedures.
• Ensure that the store complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions, as needed; influence any changes necessary to meet statutory requirements, ensuring minimum risk to Team Members and the business.
• 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.
• Be responsible for performance management (coaching, discipline, performance improvement plans, and annual reviews), staffing, compensation, and development of Team Members.
• Provide regular mentoring, training, and coaching to develop skills of Team Members.
• Play critical role in driving company culture change efforts and change management processes.
• Model Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
• Perform other related duties, as assigned.

• One-year work experience in Retail Management, preferred
• One-year customer service experience required
• Proficient in Microsoft Office Suite
• Ability to pass a background check and drug screen, where applicable for position
• Ability to speak and read English proficiently
• High School Diploma or Equivalent preferred

• Medical Plans: 3
• Employer Funded Health Reimbursement Account (HRA)
• Dental Plans: 3
• Vision Plan
• 401K Traditional and Roth Plans
• Employer Paid Life Insurance
• Employee Assistance Program (EAP)
• Paid Time Off;
  Sick and Vacation
• Paid Holidays

Our mission is:
Empowering Individuals, Strengthening Families, and Building Stronger Communities.

Goodwill provides no-cost career development, training, and education services to help individuals build a better life for themselves and their families.

Our core values are Trust, Collaboration, Engagement, Ownership, and Innovation. Everything we accomplish as a team is centered around…