Customer Service Director

1 month ago

Tempe, Arizona, United States Goodwill of Central and Northern Arizona Full time

As a key member of the Goodwill of Central and Northern Arizona team, the Customer Service Manager will oversee the daily operations of the sales floor, leading a team of Retail Sales Associates to achieve set sales goals. This role involves executing the retail operations plan, making decisions on day-to-day retail operations, and conducting new goods inventory. The ideal candidate will have a strong background in retail management, excellent customer service skills, and the ability to work effectively in a fast-paced environment.

Key Responsibilities:

  • Execute retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production.
  • Make decisions on matters relating to the day-to-day retail operation.
  • 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.
  • 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.
  • Transfer to different stores at any given time due to business needs.
  • 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 that the store complies with all policies and procedures relating to Security, Health, and Safety.
  • Perform tasks such as dropping off the bank deposit, helping at other stores, and attending personal training and development classes.
  • 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, 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.

Minimum Qualifications:

  • 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.

You will be eligible for a comprehensive Total Rewards package, including medical, dental, vision, 401K, and paid time off, among other benefits.

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