Customer Service Director

4 weeks ago

Fountain Hills, Arizona, United States Palisades Store (Ftn Hills & Palisades) Full time
Job Summary

We are seeking a highly motivated and experienced Customer Service Manager to lead our sales floor team at Palisades Store (Ftn Hills & Palisades). As a key member of our leadership team, you will be responsible for driving sales growth, leading a high-performing team, and delivering exceptional customer service.

Key Responsibilities
  • Develop and execute a retail operations plan to achieve daily, monthly, quarterly, and yearly sales goals.
  • Lead and motivate a team of Retail Sales Associates to deliver excellent customer service and drive sales growth.
  • Conduct new goods inventory and ensure accurate reporting.
  • Reconcile and balance all daily paperwork.
  • Ensure team members deliver exceptional customer service to donors and customers.
  • Work to de-escalate customer situations while finding a solution; involve 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.
  • Transfer to different stores as needed due to business requirements.
  • Oversee and maintain the day-to-day operations of the sales floor, including daily maintenance, custodial duties, and floor standards.
  • Provide regular mentoring and training to develop skills of Retail Sales Associates; ensure team members operate per company standards and procedures.
  • Ensure the store complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions as needed.
  • 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 a clear company vision and ensure team member engagement.
  • Responsible for performance management, including coaching, discipline, performance improvement plans, and annual reviews.
  • 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.
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 the position.
  • Ability to speak and read English proficiently.
Benefits

We offer a comprehensive Total Rewards package, including medical, dental, vision, 401K, and paid time off. We are an equal opportunity employer and value diversity and inclusion in the workplace.

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