Customer Service Manager

Goodwill Industries International, Inc.; Northern (KY); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Medical plans

Dental plans

Vision plan

401K

Paid time off

Paid holidays

Job summary

Goodwill of Central and Northern Arizona is seeking a Customer Service Manager to oversee the Middletown store operations, lead the sales floor, and drive goal attainment. You will coach Retail Sales Associates, ensure excellent donor/customer service, and maintain store standards and safety compliance.

The role requires at least a high school diploma or GED, with 1 year in retail management and 1 year of customer service, plus proficiency with Microsoft Office and background checks.

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.
• Ability to speak and read English proficiently.

Responsibilities

• Execute retail operations plan to achieve store goals.
• Lead and mentor Retail Sales Associates to deliver customer service.
• Manage daily sales floor operations and staffing needs.
• Ensure store complies with security, health, and safety policies.
• Handle complex transactions, returns, and reporting.
• Collaborate with leadership to align with company vision.

Skills

Retail management

Customer service

English proficiency

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

## Customer Service ManagerApplylocations: Middletown Store (Middletown, MD)time type: Full timeposted on: Posted 7 Days Agojob requisition id: R21059805 East Main Street Middletown Maryland, 21769, [phone]**Starting Pay:**$19.25 Hourly Position Description**:** Responsible for the oversight, leadership and achievement for the sales floor and obtaining set sales goals for Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities. Directs all aspects relating to the daily operations of the sales floor, leading the team and driving the business. Key responsibilities include building, leading, and retaining motivated, high performing teams through effective leadership of Retail Sales Associates.Essential Duties and Responsibilities**:*** Executes retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location.* Makes decisions on matters relating to the day-to-day retail operation within his/her 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.Minimum Qualifications (Education, Experience, Skills)**:*** 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 proficientlyYou will be eligible for a comprehensive Total Rewards package, 1st of the month following 60 days of employment that includes the following:* 5 Medical Plans* Employer Funded Health Reimbursement Account (HRA)* 3 Dental Plans* Vision Plan* 401K* Employer Paid Life Insurance* Employee Assistance Program (EAP)* Paid Time Off; Sick and Vacation* Paid Holidays* These are just a few highlights of our key benefit offerings!Become a valued member of an organization where good work meets community impact. Our mission is: Empowering Individuals, Strengthening Families, and Building Stronger Communities. Goodwill provides no-cost career development, training, and education services to help individuals build a better life for themselves and their families. Our core values are Trust, Collaboration, Engagement, Ownership, and Innovation. Everything we accomplish as a team is centered around these core values. Together, we create an inclusive and welcoming environment for each other. With stores conveniently located near you, you can work for a company where team strength and success are valued and encouraged. Join our team and gain opportunities for job growth at Goodwill and beyond.Goodwill of Monocacy Valley is an equal opportunity employer. Qualified individuals seeking employment are considered without regard to race (including traits associated with race, e.g., hairstyles), color, religion, sex (including pregnancy and related conditions, sexual orientation, or gender identity), national origin, disability, military status, age, genetic information, or any other category protected by applicable federal, state and local fair employment practice laws.