CUSTOMER SERVICE MANAGER

Goodwillnj; Philadelphia (Philadelphia County); On-site; Full time

Job summary

A leading company is seeking a Customer Service Manager to oversee sales operations and lead a high-performing team. The role involves driving business success through effective leadership, maintaining customer service standards, and managing daily store operations. Ideal candidates will demonstrate strong leadership, communication skills, and a commitment to customer satisfaction.

Qualifications

• Candidates must perform all essential duties satisfactorily.
• Accommodations can be made for individuals with disabilities.

Responsibilities

• Oversee and lead sales goals on the sales floor.
• Manage daily store operations and address employee/customer needs.
• Recruit, retain, and manage Customer Service Associates.

Skills

Drive Results

Leadership

Effective Communication

Customer Focus

Self-Motivation

Team Collaboration

Problem Solving

Work Ethic and Attention to Detail

Decision Making

Talent Management

Diversity and Respect

Reliability and Integrity

Safety Awareness

Accountability

Working Under Pressure

Enthusiasm and Accuracy

Flexibility

Communication Skills

Driver’s License

Job description

Job Details

Job Location: Bustleton Store - Philadelphia, PA

Salary Range: $18.25 - $22.25 Hourly

Description

The Customer Service Manager is responsible for overseeing, leading, and achieving sales goals on the sales floor. The role involves directing daily operations, leading the team, and driving business success. Key responsibilities include building, leading, and retaining motivated, high-performing teams through effective leadership of Customer Service Associates. The Customer Service Manager maintains high standards of customer service, delivering respectful and dignified service to build loyalty to the Goodwill brand. This position is a key member of the Retail Team.

Specific Duties

1. Follow all Goodwill policies and safety procedures. Maintain professional etiquette.
2. Implement retail operations plans to meet targeted growth in profit, revenue, and productivity across daily, monthly, quarterly, and annual goals.
3. Manage daily store operations, addressing employee and customer needs.
4. Make decisions related to daily retail operations within their designated area.
5. Oversee and maintain store standards, including daily maintenance and custodial duties.
6. Reconcile and balance daily paperwork accurately.
7. Open and close the store as scheduled.
8. Process sales transactions and handle customer returns.
9. De-escalate customer situations and find appropriate solutions, involving upper management when necessary.
10. Ensure store compliance with loss prevention and safety policies; recommend necessary changes to minimize risks.
11. Recruit, retain, and manage top talent; regularly review performance of Customer Service Associates.
12. Assist in performance management, including coaching, discipline, and performance improvement plans.
13. Provide regular training and mentoring to develop staff skills.
14. Collaborate with store leadership to establish and communicate company vision and ensure staff engagement.
15. Conduct inventory reporting and coordinate efforts with other divisions.
16. Maintain a professional appearance and wear the company-issued uniform.
17. Maintain regular attendance.
18. Perform all other essential duties as assigned.

Qualifications

To succeed in this role, candidates should be able to perform all essential duties satisfactorily. The following requirements are indicative of the necessary knowledge, skills, and abilities. Reasonable accommodations can be made for individuals with disabilities.

1. Drive Results: Develop effective plans with milestones to achieve revenue and operational goals, fulfilling Goodwill’s mission.
2. Leadership: Lead effectively in a fast-paced environment, motivate teams, and collaborate to achieve business outcomes.
3. Effective Communication: Convey ideas clearly through verbal, written, or electronic means, fostering collaboration across organization levels.
4. Customer Focus: Surpass customer and internal partner expectations through proactive decision-making.
5. Self-Motivation: Demonstrate initiative and a proactive attitude.
6. Team Collaboration: Work harmoniously with others to meet shared goals.
7. Leadership Skills: Motivate and inspire others to achieve excellence.
8. Problem Solving: Be decisive and solution-oriented.
9. Work Ethic and Attention to Detail: Maintain high standards of accuracy and diligence.
10. Influencing and Negotiation: Effectively negotiate and influence outcomes.
11. Decision Making: Use knowledge and experience to make timely, sound decisions that impact business success.
12. Financial Acumen: Understand profit and loss, and how operational factors influence financial performance.
13. Talent Management: Attract, develop, and retain high performers to ensure organizational excellence.
14. Diversity and Respect: Interact sensitively and recognize the contributions of all team members.
15. Reliability and Integrity: Be dependable, trustworthy, and honest.
16. Safety Awareness: Identify and correct safety hazards.
17. Accountability: Accept responsibility for actions.
18. Working Under Pressure: Complete tasks efficiently under stressful conditions.
19. Enthusiasm and Accuracy: Bring energy and perform work thoroughly.
20. Communication Skills: Understand and convey instructions effectively in English.
21. Flexibility: Be available for flexible scheduling, including nights, weekends, and long hours.
22. Driver’s License: Possess a valid license in good standing.
23. Physical and Environmental Conditions: Be adaptable to various physical demands and work environments, with normal vision and ability to function in high-stress situations.