Job Abstract

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. The position is a member of the Retail Team.

Specific Duties

1. Follow all Goodwill policies and safety procedures. Must possess professional etiquette.
2. 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.
3. Maintains the day-to-day operations of the store including managing and meeting employee and customer needs.
4. Makes decisions on matters relating to the day-to-day retail operation within his/her defined work area.
5. Oversees and maintains the day-to-day operations of the sales floor including daily maintenance, custodial duties, and floor standards.
6. Reconciles and balances all daily paperwork.
7. Opens and closes store.
8. Processes sales transactions and customer returns.
9. Works to de-escalate customer situations while finding an appropriate solution; involves upper management as needed.
10. 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.
11. Staff recruit and retain top talent; proactively manages and reviews the performance and progress of Customer Service Associates.
12. Assists store leadership with performance management (coaching, discipline, and performance improvement plans) of store personnel.
13. Provides regular mentoring, training, and coaching to develop skills of Customer Service Supervisor and Customer Service Associates.
14. Collaborates with store leadership to establish clear company vision and ensure staff engagement.
15. Conducts new goods inventory and ensures proper reporting.
16. Coordinates efforts with various Goodwill divisions.
17. Must maintain a clean and neat personal appearance at all times. Must wear company issued uniform.
18. Regular attendance is required.
19. All other essential duties as assigned.

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.

1. Drive Results Devising ways to effectively execute plans by establishing milestones and checkpoints for driving projects and business initiatives to completion, that lead to a standard of excellence and meeting all revenue and operating income goals to fulfill Goodwills mission.
2. Leadership Ability to lead effectively in a demanding, fast paced, team environment. Possess the ability to motivate others to achieve. Collaborative team player able to partner with others to achieve business outcomes-concerns with the team success as well as individual performance.
3. Communicate Effectively Communicating ideas and information effectively, whether verbal, written, or electronically, across differing organization functions. Using Professional communication. This includes strong listening skills. Fostering collaboration at every level of the organization.
4. Exceed Customer Expectations Identifying customer and/or internal partner requirements and expectations as standards to be surpassed; making decisions and taking actions that demonstrate a will to win in the marketplace.
5. Demonstrate ability to be self-motivated and take initiative.
6. A collaborative team player able to partner with others to achieve business outcomes concerned with the team success as well as individual performance.
7. Visible Leadership skills can motivate others to achieve.
8. Solution oriented, decisive by nature.
9. Strong work ethic with good attention to detail.
10. Influencing and negotiation skills.
11. Make Sound and Timely Decisions Using knowledge and experience to make sound decisions that will impact business goals and strategies; creates an environment where other Leaders and/or Team Members are empowered to make decisions.
12. Apply Business and Financial Reasoning Commercially sound with a good understanding of profit and loss accounting and the influence of operating factors (e.g. volume vs. price). Understanding how the financial performance of ones business unit contributes to the success (or failure) of the overall organizational mission, We Put People to Work.
13. Acquire and Retain Top Talent Creating the highest quality workforce by ensuring talent acquisition and talent management processes focus on attracting, hiring, developing, promoting, and retaining high performers, thus ensuring Goodwill becomes a best in class organization.
14. Value and Respect Diversity 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.
15. Reliability The trait of being dependable and trustworthy.
16. Safety Awareness Ability to identify and correct conditions that affect employee safety.
17. Honesty/Integrity Ability to be truthful and be seen as credible in the workplace.
18. Accountability Ability to accept responsibility and account for his/her actions.
19. Working Under Pressure Ability to complete assigned tasks under stressful situations.
20. Enthusiastic Ability to bring energy to the performance of a task.
21. Accuracy Ability to perform work accurately and thoroughly.
22. Ability to communicate and understand instructions, both verbal and written, in English.
23. Must be able to work a flexible schedule on short notice, including night, weekends and occasionally long hours.
24. Must have valid drivers license in good standing.
25. Physical Demands and Work Environment
26. Ability to be flexible and assist other areas of the store when needed.
27. Vision corrected to within normal limits.
28. Ability to function in a hectic work environment with occasional periods of high stress.