Customer Experience Supervisor I - Fairlane Town Center

About the Role

As the Customer Experience Supervisor I, you are accountable for driving profitable sales growth by leading and engaging associates, coaching them on customer service, leading company training initiatives, and delivering company checkout experience strategies.

Responsibilities

• Customer Service & Sales: Act as a role model for the Manager on Duty program while directing customer service activities throughout the store. Model and hold the team accountable for outstanding customer service. Greet and assist customers in finding products and partner with other team members when additional help is needed. Actively listen to customer issues to resolve problems. Maximize sales and service by ensuring staff is scheduled appropriately and by managing FIND more, credit, rewards, and gift card programs.
• Cashier Performance: Train, mentor, and coach all cashier associates on checkout procedures to ensure outstanding service behaviors are consistently exhibited. Regularly observe and ensure associates follow and implement checkout experience processes. Monitor associate efficiency using Point of Sale productivity metrics.
• Line Management and Checkout Standards: Proactively shift resources to checkouts based on observed fluctuations in store traffic. Reduce wait times during peak traffic periods by utilizing Mobile Point of Sale, Satellite Registers, and Expeditor stations. Partner appropriately to stock all Impulse fixtures and identify checkout supply needs.
• Human Resources / People Management: Create and monitor the store's open requisitions and route qualified applicants to the appropriate hiring manager. Coordinate the interview Talent Tryout process. Schedule and coordinate new hire orientations and training, and administer ongoing associate training. Partner with the Sales Floor Supervisor and General Manager on training compliance. Review schedules and make productive edits to further optimize resources.
• Performance Standards: Support company shrink and safety initiatives. Meet established performance standards for the role on a consistent basis, including the company's iCAP (Credit) program, product and service sales, customer service, profit, productivity, and attendance.

Core Competencies

• Embraces a Growth Mindset: Proposes and initiates actions on new ideas that improve products, stores, or practices. Listens to ideas and suggestions, applies them when appropriate, and champions new initiatives. Encourages self and others to stretch beyond current capabilities and motivates improvements. Sees change as an opportunity to learn and grow.
• Thinks Critically: Demonstrates business and functional expertise and stays current with developments in the retail industry. Gathers necessary information to understand problems, applies critical thinking to develop options, identifies assumptions, and considers impacts. Uses fact-based analysis to guide decision-making and recommends a course of action.
• Demonstrates Leadership: Creates an environment that fosters teamwork, recognizes accomplishments, and respects differences. Sets high personal and team performance standards, leads by example, and motivates others to perform at a higher level. Gives and is open to constructive feedback, holds self and others accountable, and creates a culture of development.
• Takes Accountability: Takes responsibility for excellent customer experiences and reliably delivers solutions that meet customer needs. Builds relationships by showing consideration for others' perspectives and listening before drawing conclusions. Develops positive and inclusive relationships across the organization.
• Implements with Excellence: Develops and prioritizes short and long-range plans that are comprehensive, realistic, and effective. Implements well-organized and efficient plans, seeks feedback, and takes needed action. Demonstrates effective delegation and clear communication of plans and expectations.
• Drives Results: Demonstrates a sense of urgency to act decisively and quickly. Establishes aggressive goals and takes appropriate risks to achieve results. Shows confidence when challenged and strives for excellence by creating a culture of continuous improvement.

Benefits

If eligible, we offer a competitive benefits package including:

• Medical, dental, and vision coverage
• Term life insurance
• Paid vacation and holidays*
• 401(k) with Company match
• Associate discount on JCPenney merchandise

*For paid holidays, associates who are eligible for paid vacation (MTO) are also eligible for eight paid holidays during the calendar year. All store hourly associates scheduled to work on a designated holiday will receive additional compensation.

About JCPenney

JCPenney is the shopping destination for diverse, working American families. With inclusivity at its core, the Company's product assortment meets customers' everyday needs and helps them commemorate every special occasion with style, quality, and value. JCPenney offers a broad portfolio of fashion, apparel, home, beauty, and jewelry from national and private brands and provides personal services including salon, portrait, and optical. The Company and its 50,000 associates worldwide serve customers where, when, and how they want to shop - from jcp.com to more than 650 stores in the U.S. and Puerto Rico.

Pay

Pay Range: USD $20.75/Hr - USD $25.94/Hr.