Customer Service Manager

Goodwill of Southern Nevada; North Las Vegas (NV); On-site; USD 32,000 - 39,000; Full time

Job summary

Goodwill of Southern Nevada is seeking a Customer Service Manager to assist the Store Manager with front-end operations. You will drive sales, manage team performance, and uphold service standards across daily store activities in North Las Vegas.

The role emphasizes supervision, training, inventory, and adherence to safety and operational guidelines to maximize donations and customer experience.

Qualifications

• Required: Minimum of 1 year of retail supervisory experience.
• Preferred: High school/GED completion.

Responsibilities

• Maximizes sales through proper rotation, display, signage and inventory of processed merchandise.
• Directs, trains, and evaluates all sales associates.
• Participates in interviewing candidates for entry level retail roles.
• Ensures quality customer service is presented by all team members in a timely and courteous manner.
• Ensures training and merchandising guidelines are followed.
• Contributes to team member evaluations.
• Oversees new goods inventory and replenishment daily.
• Interfaces with POS system and assists IT with updates and modifications.
• Completes order fulfillments daily and backs up Production Manager when needed.
• Manages found money and donated jewelry with proper documentation.

Skills

Leadership

Communication

Job Knowledge

Accountability

Dependability

Service Oriented

Quality Focused

Initiative

Professionalism

Education

High school/GED completion

Tools

Power stacker certification

Job description

Job Details: Job Location: Craig Rd - 755 W Craig Rd - North Las Vegas, NV 89032, Salary Range: $35,568.00 - $35,568.00, ESSENTIAL EXPECTATIONS

Customer Service Expectations

Serving customers at Goodwill has never been more rewarding. Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your fellow coworker to exceed, Goodwill is about reaching out and making a difference.

Diversity, Equity, And Inclusion Expectations

Goodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued. The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence.

Safety Expectations

At Goodwill, safety is everyone’s job. Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe. Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission.

POSITION EXPECTATIONS

Position Summary

The Customer Service Manager assists the Store Manager in the front-end operations of the store to maximize collections, production, sales, salvage, and customer service.

Responsibilities

• Maximizes sales performance through proper rotation, display, signage, and inventory of processed merchandise. Meets or exceeds sales goals on a consistent basis.
• Directs, supervises, trains, and evaluates all sales associates within their store.
• Participates in interviewing candidates for entry level retail roles.
• Ensures that quality customer service is presented and provided by all team members in a timely and courteous manner to all customers, donors, and other team members.
• Ensures training and merchandising guidelines are followed.
• Contributes input to and assists in administering team member evaluations.
• Oversees the new goods inventory within the store. Maintains the merchandising, categorizing, and replenishing of the new goods daily.
• Interfaces with POS (Point of Sale) system, provides feedback to the IT team as necessary, and assists in the roll out of updates and modifications.
• Completes the order fulfillments daily and backs up the Production Manager if needed.
• Collects all found money and donated jewelry daily. Money found must be given to the manager with the name of the team member. All paperwork needs to be emailed within the same day. Jewelry is sent back to E-Commerce.
• Ensures that the store and surrounding premises are kept clean and free of safety hazards.
• Ensures that safety procedures are understood and followed by all team members.
• Ensures that Asset Protection matters are reported and investigated accurately and in a timely manner.
• Ensures proper operation of security and safety systems including, but not limited to: door locks, alarms, office door, bank deposits, refunds, safe, incident reports, fire extinguishers.
• Ensures proper cash handling including enforcement of cash register procedures and submission of required fields.
• Assists in any other projects or tasks as determined by management.

COCY EXPECTATIONS

Core Competencies

Leadership

Sets and enforces standards. Applies organization core values to guide decision making. Works well with others and encourages teamwork and development. Displays initiative. Self-confident and motivates others. Fair and consistent when evaluating or modifying behaviors in others. Celebrates and rewards accomplishments.

Job Knowledge

Possesses comprehensive, functional and technical knowledge and skills to perform at a high level of accomplishment. Discerns how the job relates to other functions within the department and Goodwill operations. Follows policies, procedures, and safety protocols.

Accountability

Results oriented. Sets goals, accepts responsibility for achieving results, and quality of work. Takes ownership, remedies errors, and learns from mistakes. Responds professionally to constructive criticism.

Communication

Possesses effective verbal/non-verbal, written, listening, and digital skills. Articulates complex and simple thoughts proficiently with colleagues, supervisors, direct reports, and customers. Effectively persuades and affects change.

Professionalism

Consistently conducts self in a competent, skilled and responsible manner. Performs to the highest standards with dedication, ethics, and integrity. Depicts the brand and represents the business appropriately.

Job Specific Competencies

Initiative

Proactively evaluates, selects and takes action to solve current and potential problems. Meets objectives with a sense of urgency. Identifies new opportunities before being asked.

Dependability

Meets deadlines and works autonomously. Focused, punctual, and maintains consistent attendance. Accountable and can be relied upon during challenging and unexpected situations.

Service Oriented

Supports, assists, and advises internal and external customers in a timely manner displaying proactive and reactive behaviors. Demonstrates productive verbal and listening skills. Establishes and maintains effective relationships. Meets quality standards and evaluates customer satisfaction and results.

Quality Focused

Strives for excellence. Organized, methodical, accurate and thorough. Understands scope of responsibility. Improves performance and outcomes. Problem solves and manages time restraints. Maintains the highest level of product and customer experience. Develops and implements best practices and accreditation standards.

Results Oriented

Defines and exceeds goals with resolve and ingenuity. Designs and implements plans. Possesses vision and identifies steps for achievement. Ambitious and goes above and beyond expectations. Assesses and revises strategies based on outcomes.

Environmental Factors

• Duties will be conducted at the Retail Stores, Central Warehouse, or other assigned Goodwill locations where no cooling or heating will be available. Exposure to extreme heat, cold, dust, animal hair and sometimes humidity.

Physical Factors

• Must be able to lift, carry, push, pull a minimum of 50 pounds.
• Must be able to tolerate prolonged standing, walking, reaching, stooping, lifting, pulling, bending, kneeling.

Qualifications: Education, Experience and Requirements

Required

• Minimum of 1 year of retail supervisory experience
• Proven reliability in meeting attendance expectations
• Must be able to operate and obtain certification for use of the power stacker.
• Team members in this position are required to travel at moment's notice or be transferred to other Goodwill retail stores, based on business operational needs.
• Must be able to continuously perform repetitive work at a set pace.
• Must possess a working knowledge of retail and computer technology.
• Exhibits a high level of integrity and business ethics.
• Exhibits a high level of adaptability and flexibility.

Preferred

• High school/GED completion preferred.
• Bilingual (English and Spanish) a plus.