Customer Service Director

5 days ago

Prescott, Arizona, United States Willow Lake Store (Prescott, AZ) Full time
Job Title: Customer Service Manager

We are seeking a highly motivated and experienced Customer Service Manager to join our team at Willow Lake Store in Prescott, AZ. As a key member of our management team, you will be responsible for leading our sales floor team and driving business results.

Key Responsibilities:
  • Lead and manage the sales floor team to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production.
  • Makes decisions on matters relating to the day-to-day retail operation within the 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.
  • 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.
  • Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
  • Performs 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

We are an equal opportunity employer and welcome applications from diverse candidates. If you are passionate about delivering exceptional customer service and leading a high-performing team, we encourage you to apply for this exciting opportunity.

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