CUSTOMER SERVICE MANAGER

Key Responsibilities

• Build, lead, and retain motivated, high performing teams through effective leadership of Customer Service Associates.
• Maintain standards of excellent customer service, delivering customer service with respect, dignity, and building loyalty to the Goodwill brand.
• Oversee and maintain the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards.
• Reconcile and balance all daily paperwork.
• Open and close store.
• Process sales transactions and customer returns.
• Work to de-escalate customer situations while finding an appropriate solution; involve upper management as needed.
• Ensure the store complies with all policies and procedures relating to Loss prevention and Safety; influence any changes necessary to meet requirements, ensuring minimum risk to staff members and the business.
• Staff recruit and retain top talent; proactively manage and review the performance and progress of Customer Service Associates.
• Assist store leadership with performance management (coaching, discipline, and performance improvement plans) of store personnel.
• Provide regular mentoring, training, and coaching to develop skills of Customer Service Supervisor and Customer Service Associates.
• Collaborate with store leadership to establish clear company vision and ensure staff engagement.
• Conduct new goods inventory and ensure proper reporting.
• Coordinate efforts with various Goodwill divisions.

Requirements

• Execute 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.
• Drive results by devising ways to effectively execute plans by establishing milestones and checkpoints for driving projects and business initiatives to completion.
• Communicate effectively, whether verbal, written, or electronically, across differing organization functions.
• Identify customer and/or internal partner requirements and expectations as standards to be surpassed; make decisions and take actions that demonstrate a will to win in the marketplace.
• Make sound and timely decisions using knowledge and experience to make sound decisions that will impact business goals and strategies.
• Acquire and retain top talent by ensuring talent acquisition and talent management processes focus on attracting, hiring, developing, promoting, and retaining high performers.
• Value and respect diversity by interacting sensitively with others and within teams; acknowledging the feelings, and responding to the concerns of Leaders and/or Team Members; and recognizing the potential contributions of all Leaders and/or Team Members.
• Work under pressure to complete assigned tasks under stressful situations.
• Be enthusiastic about bringing energy to the performance of a task.
• Be accurate in performing work accurately and thoroughly.
• Have a valid drivers license in good standing.

Qualifications

• Must possess professional etiquette.
• Must maintain a clean and neat personal appearance at all times.
• Must wear company issued uniform.
• Must have a flexible schedule on short notice, including night, weekends, and occasionally long hours.