Experienced Customer Service Manager – Retail Operations and Team Leadership

At arenaflex, we're committed to empowering individuals, strengthening families, and building stronger communities through our mission-driven work. As a valued member of our team, you'll have the opportunity to make a meaningful impact while growing your career in a dynamic and supportive environment. We're seeking an experienced Customer Service Manager to join our team in Frederick, MD, and lead our retail operations to achieve exceptional results.

About arenaflex

arenaflex is a leading organization that provides no-cost career development, training, and education services to help individuals build a better life for themselves and their families. Our core values of Trust, Collaboration, Engagement, Ownership, and Innovation guide everything we do, creating an inclusive and welcoming environment for our team members. With stores conveniently located near you, you can work for a company where team strength and success are valued and encouraged.

Job Summary

As a Customer Service Manager at arenaflex, you'll be responsible for overseeing the daily operations of our retail store, leading a high-performing team, and driving business results. You'll be the face of our organization, ensuring exceptional customer service, and building strong relationships with our donors and customers. If you're a motivated and results-driven leader with a passion for retail operations and team leadership, we encourage you to apply for this exciting opportunity.

Key Responsibilities

* Execute retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production for a Retail Store location.

• 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; involves 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 arenaflex brand appropriately.
• Transfer 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 arenaflex 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.
• Provides regular mentoring, training, and coaching to develop skills of Team Members.
• Plays a critical role in driving company culture change efforts and change management processes.
• Models arenaflex Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.

Essential Qualifications

* 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

Preferred Qualifications

* Bachelor's degree in Business Administration, Marketing, or related field

• Two or more years of experience in retail management or customer service leadership
• Proven track record of achieving sales goals and driving business results
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and adapt to changing priorities

Total Rewards Package

As a valued member of our team, you'll be eligible for a comprehensive Total Rewards package, including:

• 5 Medical Plans
• Employer Funded Health Reimbursement Account (HRA)
• 3 Dental Plans
• Vision Plan
• 401K
• Employer Paid Life Insurance
• Employee Assistance Program (EAP)
• Paid Time Off; Sick and Vacation
• Paid Holidays

Career Growth Opportunities

At arenaflex, we're committed to helping our team members grow and develop their careers. As a Customer Service Manager, you'll have opportunities to:

• Develop your leadership and management skills
• Take on new challenges and responsibilities
• Collaborate with cross-functional teams to drive business results
• Participate in training and development programs to enhance your skills and knowledge
• Pursue career advancement opportunities within arenaflex or beyond

Work Environment and Company Culture

arenaflex is a dynamic and supportive work environment that values diversity, equity, and inclusion. Our company culture is built on our core values of Trust, Collaboration, Engagement, Ownership, and Innovation. As a team member, you'll have the opportunity to:

• Work with a talented and dedicated team of professionals
• Collaborate with cross-functional teams to drive business results
• Participate in training and development programs to enhance your skills and knowledge
• Enjoy a comprehensive Total Rewards package
• Make a meaningful impact in our mission-driven work

How to Apply

If you're a motivated and results-driven leader with a passion for retail operations and team leadership, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, through our website. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer. Qualified individuals seeking employment are considered without regard to race (including traits associated with race, e.g., hairstyles), color, religion, sex (including pregnancy and related conditions, sexual orientation, or gender identity), national origin, disability, military status, age, genetic information, or any other category protected by applicable federal, state, and local fair employment practice laws.

Accommodation Requests

Individuals with a disability may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or state or local laws. Please contact arenaflex at 1-833-624-0920, option 6, or if you need assistance or an accommodation due to a disability as defined by the Americans with Disabilities Act.

Phishing Scam Warning

arenaflex is not responsible for any phishing scams or email scams. We only use company email addresses, which contain "@arenaflex.org", to communicate with candidates via email. If you're contacted by someone about an open job at arenaflex, please verify the domain of the sender's email address and that they're asking you to apply on our website. If you believe you've been a victim of a phishing scam, please visit the Department of Homeland Security's Cyber Smart website to learn how to report it. Apply for this job