Customer Service Director

2 weeks ago

Chandler, Arizona, United States Ocotillo Store (Gilbert & Ocotillo) Full time
Job Title: Customer Service Manager

At Ocotillo Store (Gilbert & Ocotillo), we are seeking a highly skilled and experienced Customer Service Manager to join our team. As a key member of our sales floor operations, you will be responsible for leading and managing a team of Retail Sales Associates to achieve sales goals and provide exceptional customer service.

Key Responsibilities:
  • Develop and implement sales floor operations plans 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 within your defined work area.
  • 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.
  • 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

We offer a comprehensive Total Rewards package, including medical, dental, vision, 401K, and paid time off. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.

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