Customer Service Manager
- 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.
- Provides regular mentoring, training, and coaching to develop skills of Team Members.
- Plays critical role in driving company culture change efforts and change management processes.
- 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 Financial Reasoning – Understands how the team’s performance and financials contribute to the success of the Goodwill Mission.
- Acts Strategically – Develops distinctive strategies to achieve competitive advantage and translates a strategic vision into specific objectives and action plans.
- Embraces Change and Innovation – Establishes an environment that anticipates and embraces change.
- High School Diploma, GED, or equivalent work experience
- 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
- Must be able to frequently lift/carry/push/pull at minimum 20 lbs.
- Must be able to occasionally lift/carry/push/pull up to 50 lbs.
- Ability to regularly stand, walk, sit, handle items, reach outward, reach above shoulder, climb, crawl, squat, kneel, and bend.
- $19.25 hourly
- Medical, Dental & Vision Insurance
- Retirement Fund
- Professional Development Training
- Commuter Benefits
- Flexible Healthcare Spending Account
- Mental Health + Wellbeing Employee Assistance Program
- Exemption Status: Non-Exempt
- Position Type: Full time
- Travel Requirements: May travel to different sites as needed
- Job Shift: Varies
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