Goodwill Industries International
Customer Service Manager
Washington, DC | $76K - $120K
Qualifications
- High School Diploma, GED, or equivalent work experience
- One-year customer service experience required
- Proficient in Microsoft Office Suite
- Ability to pass a background check and drug screen, where applicable for position
Responsibilities
- Responsible for the oversight, leadership and achievement for the sales floor and obtaining set sales goals for Goodwill of Central and Northern Arizona (GCNA) in Arizona and Maryland
- 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 Retail Sales Associates
- Executes retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location
- Makes decisions on matters relating to the day-to-day retail operation within his/her 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
- 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
Benefits
- Starting Pay: $17/hr
- 5 Medical Plans
- Employer Funded Health Reimbursement Account (HRA)
- 3 Dental Plans
- Vision Plan
- 401K (Immediate participation upon hire)
- Employer Paid Life Insurance
- Employee Assistance Program (EAP)
- Paid Time Off;
- Sick and Vacation
- Paid Holidays
- These are just a few highlights of our key benefit offerings!
- 51-200 employees
- Retail, Human Resources, Consumer Services, Employment Services, Social Services, Environmental Services, Apparel & Fashion, Non-Profit Organizations, Social Assistance, Human Services
- Nonprofit
- Last round: Grant
- Last round: US$ 4.5M
- Rockville, Maryland
- Company Specialties:
nonprofit, thrift, job training, job placement, family services, finanicial services, veteran services, education, charity, continuing education, and career services
Company information
Goodwill Industries is all about people working. We are North America’s leading nonprofit provider of education, training, and career services for people with disadvantages, such as welfare dependency, homelessness, and lack of education or work experience, as well as those with physical, mental and emotional disabilities. In 2020, local Goodwills collectively provided employment and training services to almost 22 million individuals. We believe that work has the power to transform lives by building self-confidence, independence, creativity, trust and friendships. Everyone deserves a chance to have these. Goodwill provides that chance. Considering working at Goodwill? Goodwill is nonprofit brand that is respected and highly relevant in today’s economy. Forbes recently named Goodwill one of the "Top 25 Most Inspiring Companies."
