Customer Service Manager
3 weeks ago
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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