Customer Service Manager

Goodwill San Francisco Bay; Pleasant Hill (CA); On-site; Full time

Job summary

A leading company in the retail sector is seeking a Customer Service Manager to oversee sales operations. The ideal candidate will lead a motivated team, ensure high levels of customer service, and drive business growth. Responsibilities include managing daily operations, mentoring staff, and achieving sales goals. The role offers competitive pay and comprehensive benefits, making it a great opportunity for individuals looking to develop their careers in retail management.

Benefits

Medical, Dental & Vision Insurance

Retirement Fund

Professional Development

Commuter Benefits

Healthcare Spending

Employee Assistance Programs

Qualifications

• One year of retail management experience preferred.
• One year of customer service experience required.

Responsibilities

• Oversee daily operations of the sales floor and manage team.
• Ensure excellent customer service and maintain store operations.
• Mentor and train Retail Sales Associates.

Skills

Leadership

Customer Service

Strategic Thinking

Education

High School Diploma

Tools

Microsoft Office Suite

Job description

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Description

Responsible for overseeing, leading, and achieving sales floor goals for Goodwill of the San Francisco Bay. This role involves directing 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.

Job Type

Full-time

Essential Duties and Responsibilities:

1. Execute retail operations plans to meet profit, revenue, and productivity goals.
2. Make decisions related to daily retail operations within the designated area.
3. Conduct inventory of new goods and ensure proper reporting.
4. Reconcile and balance daily paperwork.
5. Ensure excellent customer service to donors and customers.
6. De-escalate customer situations and involve upper management as needed.
7. Maintain store operations, including managing team and customer needs.
8. Keep store clean, well-maintained, and reflective of the Goodwill brand.
9. Transfer staff to different stores as needed.
10. Oversee daily sales floor operations, including maintenance and standards.
11. Mentor and train Retail Sales Associates to meet company standards.
12. Ensure store compliance with policies on security, health, and safety.
13. Perform tasks like bank deposits, assisting at other stores, and training as needed.
14. Process complex sales transactions, including returns.
15. Collaborate on company vision and team engagement.
16. Maintain consistent in-person attendance.
17. Manage performance, staffing, compensation, and development of team members.
18. Support company culture change and change management processes.
19. Perform other duties as assigned.

Key Competencies/Enabling Attributes:

• Effective leadership and team engagement.
• Talent acquisition and retention.
• Building trust and respect.
• Developing strategic partnerships.
• Delivering high performance results.
• Making sound decisions.
• Exceeding customer expectations.
• Leading business operations and growth.
• Applying business and financial reasoning.
• Strategic thinking and innovation.

Requirements

Minimum Qualifications:

• High School Diploma, GED, or equivalent.
• Preferred: One year of retail management experience.
• Required: One year of customer service experience.
• Proficient in Microsoft Office Suite.
• Ability to pass background and drug screening.
• Proficient in English reading and speaking.

Physical Requirements:

• Frequently lift/carry/push/pull at least 20 lbs.
• Occasionally lift/carry/push/pull up to 50 lbs.
• Ability to stand, walk, sit, reach, climb, squat, kneel, and bend regularly.

Reasonable Accommodation:

Qualified individuals with disabilities may be accommodated to perform essential duties.

What We Offer:

• $19.25/hourly
• Medical, Dental & Vision Insurance
• Retirement Fund
• Professional Development
• Benefits including commuter, healthcare spending, and employee assistance programs

Job Details:

• Exemption Status: Non-Exempt
• Full-time position
• May require travel between sites
• Shift varies

We consider qualified applicants with arrest and conviction records per the San Francisco Fair Chance Ordinance.