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Customer Service Director

1 month ago

Elliot Lake, Canada Goodwill of Central and Northern Arizona Full time

As the Customer Service Director at Goodwill of Central and Northern Arizona, you will be responsible for overseeing the daily operations of the sales floor, leading a team of Retail Sales Associates, and driving business results. Key responsibilities include building and retaining a motivated team, executing retail operations plans, and ensuring excellent customer service to donors and customers.

Key Responsibilities:

  • Execute retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production.
  • Makes decisions on matters relating to the day-to-day retail operation within 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.

Requirements:

  • 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 proficiently.

You will be eligible for a comprehensive Total Rewards package, including medical, dental, vision, 401K, and paid time off, among other benefits.