Customer Service Director
2 days ago
At Main and Lindsay (Mesa, AZ), we are seeking a highly skilled and experienced Customer Service Manager to join our team. As a key member of our retail operations team, you will be responsible for leading the sales floor and driving business results.
Key Responsibilities:- Lead 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 their 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.
- 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
- 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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