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Customer Service Director

2 months ago

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

We are seeking a highly motivated and experienced Customer Service Manager to lead our retail operations and drive sales growth at Goodwill of Central and Northern Arizona. As a key member of our team, you will be responsible for overseeing the day-to-day operations of our sales floor, leading a team of Retail Sales Associates, and achieving set sales goals.

Key Responsibilities
  • Execute the retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production.
  • Make decisions on matters relating to the day-to-day retail operation within your defined work area.
  • Conduct new goods inventory and ensure proper reporting.
  • Reconcile and balance all daily paperwork.
  • Ensure Team Members deliver excellent customer service to donors and customers.
  • Work to de-escalate customer situations while finding an appropriate solution; involve upper management as needed.
  • Maintain the day-to-day operations of the store, including managing and meeting Team Member and customer needs.
  • Ensure store locations are clean, well-kept, and reflect the Goodwill brand appropriately.
  • Transfer to different stores at any given time due to business needs.
  • Oversee and maintain the day-to-day operations of the sales floor, including daily maintenance, custodial duties, and floor standards.
  • Provide regular mentoring and training to develop skills of Retail Sales Associates; ensure that Team Members are operating per company standards and procedures.
  • Ensure that the store complies with all policies and procedures relating to Security, Health, and Safety, coordinating with various Goodwill divisions as needed.
  • May perform tasks such as dropping off the bank deposit, helping at other stores, and attending personal training and development classes as needed.
  • Process complex sales transactions, including customer returns.
  • Collaborate 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.
  • Provide regular mentoring, training, and coaching to develop skills of Team Members.
  • Play a critical role in driving company culture change efforts and change management processes.
  • Model Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
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.
Benefits
  • 5 Medical Plans.
  • Employer Funded Health Reimbursement Account (HRA).
  • 3 Dental Plans.
  • Vision Plan.
  • 401K (Immediate participation upon hire).
  • Employer Paid Life Insurance.
  • Employee Assistance Program (EAP).
  • Paid Time Off; Sick and Vacation.
  • Paid Holidays.