Customer Service Supervisor

Goodwill of Southern Nevada; North Las Vegas (NV); On-site; USD 42,000 - 56,000; Full time

Job summary

Goodwill of Southern Nevada in North Las Vegas, NV is seeking a Customer Service Supervisor to lead front-end operations, maximize sales, donations processing, and customer experience. You will assist Store Management, train staff, and ensure adherence to merchandising, safety, and cash-handling standards in a busy retail setting.

Responsibilities include interviewing candidates for entry-level roles, managing daily order fulfillments, and coordinating with IT for POS updates, while maintaining

Qualifications

• Minimum 1 year retail experience.
• Must operate and obtain certification for the stacker.
• Strong interpersonal and communication skills.
• Bilingual English/Spanish a plus.

Responsibilities

• Maximizes sales performance through proper rotation, display, signage, and inventory of processed merchandise.
• Meets or exceeds sales goals on consistent basis.
• Participates in interviewing candidates for entry level retail roles.
• Ensures quality customer service by all team members in a timely and courteous manner.
• Ensures training and merchandising guidelines are followed.
• Interacts with the POS system and aids IT with updates.
• Completes daily order fulfillments and backs up Production Manager as needed.
• Keeps store and surrounding areas clean and safe.

Skills

Customer service

Sales skills

Team leadership

Communication

Interpersonal skills

Education

High school diploma

Job description

Job Details: Job Location: Craig Rd - 755 W Craig Rd - North Las Vegas, NV 89032, 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 EXPECTATIONPOSITION EXPECTATIONS

Position Summary

The Customer Service Supervisor assists Store Management 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 consistent basis.
• 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 that training and merchandising guidelines are followed.
• Contributes input and assists in administering team member evaluations.
• Interfaces with POS (Point of Sale) system and provides feedback to IT team as necessary and assists in the roll out of updates and modifications.
• Completes order fulfillments daily and backs up the Production Manager if needed.
• 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 store employees.
• 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 and cash handling procedures.
• Ensures proper cash handing including enforcement of cash register procedures and submission of required fields.
• Assists in any other projects or tasks as determined by management.

Core Competencies

• 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.

• 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.

• Teamwork

  Works collaboratively and respectively with others and is sensitive to team member engagement. Communicates openly seeking and providing support. Shares knowledge, provides assistance, and contributes well as a leader, facilitator, or participant. Accountable to team.

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.

• Sales Skills

  Demonstrates skills and methods used in selling, persuading, or promoting goods. Profit oriented. Aware of competition strategies and tactics in the marketplace. Aggressively makes decisions and realizes business implications. Knows product and understands Goodwill Practices and trends affecting the workplace.

• Quality Focused

  Strives for excellence. Organized, methodical, accurate and through. 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.

• Patience

  Accepts or tolerates delays or problems without becoming anxious or unprofessional. Steadfast despite opposition, difficulty or adversity. Maintains ability to meet goals, sustain services, collaborate with coworkers, and overcome obstacles.

Qualifications: Education, Experience and Requirements

Required

• Minimum of 1 of year retail experience
• Proven reliability in meeting attendance expectations
• Must be able to operate and obtain certification for the use of the stacker.
• Must be able to continuously perform repetitive work at a set pace.
• Must possess strong interpersonal skills with excellent communication skills.
• 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.

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