Customer Service Manager

3 weeks ago


Phoenix, Arizona, United States South Mountain Store (19th Ave & Baseline) Full time

About the Role:

The Customer Service Manager - Team Lead is responsible for overseeing the day-to-day operations of the sales floor, leading a team, and driving business results at South Mountain Store (19th Ave & Baseline). This position plays a critical role in achieving sales goals, ensuring excellent customer service, and maintaining a positive work environment.

Key Responsibilities:

  • Execute the retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production.
  • Make decisions on matters relating to day-to-day retail operations within defined work areas.
  • 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; involves 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.
  • Transfers to different stores at any given time due to business needs.
  • 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.
  • May 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.
  • 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 a 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.

Requirements:

  • 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.

Benefits:

  • 5 Medical Plans.
  • Employer Funded Health Reimbursement Account (HRA).
  • 3 Dental Plans.
  • Vision Plan.
  • 401K (Immediate participation upon hire).
  • Employer Paid Life Insurance.
  • Employee Assistance Program (EAP).
  • Paid Time Off; Sick and Vacation.
  • Paid Holidays.

Why Join Our Team:

South Mountain Store (19th Ave & Baseline) is a dynamic and fast-paced environment where you can grow and develop your skills. As a Customer Service Manager - Team Lead, you will be part of a team that values diversity, teamwork, and innovation. Join us and be part of a company that has been named a Best Place to Work by the Phoenix Business Journal 4 out of the last 5 years.



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