Customer Service Manager

670 Main St., San Luis, Arizona 85349 — Starting Pay: $18.00 per hour

Responsible for the oversight, leadership, and achievement of sales floor operations, establishing sales goals for Goodwill of Central and Northern Arizona (GCNA) and affiliated entities.

• Execute retail operations plan to achieve daily, monthly, quarterly, and yearly profit, revenue, and production goals.
• Makes decisions on day‑to‑day retail operations within defined work area.
• Conduct new goods inventory and proper reporting.
• Reconcile and balance all daily paperwork.
• Ensure team members deliver excellent customer service to donors and customers.
• De‑escalate customer situations and involve upper management as needed.
• Maintain day‑to‑day store operations, meeting team member and customer needs.
• Ensure store locations are clean, well‑kept, and reflect Goodwill brand.
• Oversight of sales floor daily maintenance, custodial duties, and floor standards.
• Provide regular mentoring, training, and coaching to develop retail sales associates.
• Ensure compliance with security, health, and safety policies, coordinating with Goodwill divisions.
• Perform related duties such as bank deposits, assistance at other stores, and attendance at training as needed.
• Process complex sales transactions, including customer returns.
• Collaborate with store leadership to establish clear company vision and team member engagement.
• Responsible for performance management (coaching, discipline, PIPs, annual reviews), staffing, compensation, and development 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.

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

You will be eligible for a Total Rewards package after 60 days of employment, including the following:

• Medical plans (5 options)
• Employer‑funded Health Reimbursement Account (HRA)
• Dental plans (3 options)
• Vision plan
• 401(k)
• Employer‑paid life insurance
• Employee Assistance Program (EAP)
• Paid time off (Sick, 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.

Goodwill of Central and Northern Arizona is an equal opportunity employer. Qualified individuals seeking employment are considered without regard to race, color, religion, sex, national origin, disability, military status, age, genetic information, or any other protected category.

Individuals with a disability may be entitled to reasonable accommodation under the Americans with Disabilities Act and/or state or local laws.