Customer Service Manager

Customer Service Manager

The Customer Service Manager is responsible for the oversight, leadership, and achievement for the sales floor and obtaining set sales goals. The Customer Service Manager 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 Customer Service Associates. The Customer Service Manager maintains standards of excellent customer service, delivering customer service with respect, dignity, and building loyalty to the Goodwill brand.

Specific Duties:

• Follow all Goodwill policies and safety procedures. Must possess professional etiquette.
• Executes retail operations plan to achieve required targeted growth in daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location.
• Maintains the day-to-day operations of the store including managing and meeting employee and customer needs.
• Makes decisions on matters relating to the day-to-day retail operation within his/her defined work area.
• Oversees and maintains the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards.
• Reconciles and balances all daily paperwork.
• Opens and closes store.
• Processes sales transactions and customer returns.
• Works to de-escalate customer situations while finding an appropriate solution; involves upper management as needed.
• Ensures that the store complies with all policies and procedures relating to Loss prevention and Safety; influences any changes necessary to meet requirements, ensuring minimum risk to staff members and the business.
• Staff recruit and retain top talent; proactively manages and reviews the performance and progress of Customer Service Associates.
• Assists store leadership with performance management (coaching, discipline, and performance improvement plans) of store personnel.
• Provides regular mentoring, training, and coaching to develop skills of Customer Service Supervisor and Customer Service Associates.
• Collaborates with store leadership to establish clear company vision and ensure staff engagement.
• Conducts new goods inventory and ensures proper reporting.
• Coordinates efforts with various Goodwill divisions.
• Must maintain a clean and neat personal appearance at all times. Must wear company issued uniform.
• Regular attendance is required.
• All other essential duties as assigned.

Benefits Overview: Benefit eligibility is tied to whether you are a full-time employee or part-time employee. Full-time employees, after satisfying the new hire waiting period, are eligible for Medical, Prescription, Dental, Vision, Life, Accidental Death & Dismemberment, Short-Term Disability, Long-Term Disability, PTO/Holidays, Discounts, Credit Union, Voluntary Benefits, and Mylo. Part-time employees scheduled to work between 30 and 37.5 hours per week, after satisfying the new hire waiting period, are eligible for Medical, Prescription, PTO, Discounts, Credit Union, Voluntary Benefits, and Mylo. Part-time employees scheduled to work less than 30 hours per week, after satisfying the new hire waiting period, are eligible for PTO, Discounts, Credit Union, Voluntary Benefits, and Mylo.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Drive Results
• Leadership
• Communicate Effectively
• Exceed Customer Expectations
• Demonstrate ability to be self-motivated and take initiative.
• Visible Leadership skills can motivate others to achieve.
• Solution oriented, decisive by nature.
• Strong work ethic with good attention to detail.
• Influencing and negotiation skills.
• Make Sound and Timely Decisions
• Apply Business and Financial Reasoning
• Acquire and Retain Top Talent
• Value and Respect Diversity
• Reliability
• Safety Awareness
• Honesty/Integrity
• Accountability
• Working Under Pressure
• Enthusiastic
• Accuracy
• Ability to communicate and understand instructions, both verbal and written, in English.
• Must be able to work a flexible schedule on short notice, including night, weekends and occasionally long hours.
• Must have a valid driver’s license in good standing.
• Physical Demands and Work Environment
• Ability to be flexible and assist other areas of the store when needed.
• Vision corrected to within normal limits.
• Ability to function in a hectic work environment with occasional periods of high stress.