Customer Service Manager

Goodwill Industries International, Inc.; Walnut Creek (CA); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

Retirement fund

Professional development training

Commuter benefits

Flexible health spending account

Mental health + wellbeing EAP

Job summary

Goodwill of the San Francisco Bay is seeking a Store Manager to oversee the sales floor, lead a team of Retail Sales Associates, and drive achievement of set sales goals at the Walnut Creek location. You will direct daily operations, mentor staff, ensure customer service excellence, and maintain store standards in line with Goodwill branding.

Responsibilities include managing inventory, processing complex sales, coordinating with leadership, and maintaining safe, clean store environments.

Qualifications

• Retail management experience is preferred; at least 1 year.
• Minimum 1 year of customer service experience.
• Proficiency with Microsoft Office Suite.
• Must be able to pass a background check where applicable.
• Must be able to speak and read English proficiently.
• High School Diploma or Equivalent preferred.

Responsibilities

• Execute store operations plan to meet daily, monthly, quarterly, and yearly goals for profit and revenue.
• Make decisions on day-to-day retail operations within your area.
• Conduct regular inventory of goods and report results.
• Balance daily paperwork and reconcile discrepancies.
• Provide excellent customer service to donors and customers.
• De-escalate customer issues and involve management when needed.
• Maintain store cleanliness and reflect the Goodwill brand.
• Mentor and train Retail Sales Associates to meet standards.
• Ensure compliance with Security, Health and Safety policies.

Skills

Retail management

Customer service

English proficiency

Education

High School Diploma or Equivalent

Tools

Microsoft Office Suite

Job description

2536 N. Main Street Walnut Creek California, 94957

Pay Range Minimum $19.25

Position Description

Responsible for the oversight, leadership and achievement for the sales floor and obtaining set sales goals for Goodwill of the San Francisco Bay. 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.

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.
• Maintains regular and consistent in-person attendance.
• 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.
• Performs other related duties, as assigned.

Key Competencies/Enabling Attributes

• Leading Your People: Effectively engages and inspires others to become proud members of Goodwill by being a role model in every action and interaction.
• Acquires and Retains Top Talent – Creates and motivates the highest quality workforce to ensure Goodwill becomes a best‑in‑class organization.
• Fosters a Foundation of Trust – Establishes an environment of trust and respect that inspires high engagement.
• Builds Diverse Partnerships – Develops strategic partnerships inside and outside the organization to support the Goodwill vision and brand.
• Leading Performance: Delivers high performance results through effective decision‑making, planning, and execution to exceed customer expectations.
• Manages Performance and Results – Develops and executes plans that drive accountability for operational success.
• Makes Sound and Timely Decisions – Models managerial courage, business acumen and discernment to make sound decisions that positively impact business results.
• Surpasses Customer Expectations – Establishes an attitude and commitment to wow the customer.
• Leading the Business: Possesses the knowledge and expertise to lead the operations, deliver results, control budget, & drive business growth.
• Applies Business and Financial Reasoning – Understands how the team’s performance and financials contribute to the success of the Goodwill Mission.
• Acts Strategically – Develops distinctive strategies to achieve competitive advantage and translates a strategic vision into specific objectives and action plans.
• Embraces Change and Innovation – Establishes an environment that anticipates and embraces change.

Qualifications

• 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, where applicable for position
• Ability to speak and read English proficiently
• High School Diploma or Equivalent preferred

Reasonable Accommodation Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Working at Goodwill is more than a job–it is an opportunity for people needing a second chance in entering or re-entering the workplace to build the foundation of knowledge, skills, and experience to advance in their careers. Our supportive employment programs provide an opportunity to learn while you earn to advance along technology, retail, warehousing and logistics, e-commerce or our Corporate Services Career Pathways program.

Benefits

• medical, dental & vision insurance, a retirement fund, professional development training, commuter benefits, flexible healthcare spending account, and a mental health + wellbeing employee assistance program, in addition to a positive, growth-oriented environment.

Mission

Our mission is: Empowering Individuals, Strengthening Families, and Building Stronger Communities.

Core Values

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.

Equal Opportunity Employer

Goodwill of the San Francisco Bay 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. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Individuals with a disability may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or state or local laws.

Please contact Goodwill of the San Francisco Bay at 1-833-624-0920 option 6 or [e-mail] if you need assistance or an accommodation due to a disability as defined by the Americans with Disabilities Act. For questions about your application or employment with Goodwill of the San Francisco Bay, please contact our Candidate Support Line at 1-833-624-0920, option 5.