Customer Experience Supervisor I - Morgantown Mall

General Description

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

Primary Responsibilities

• Customer Service & Sales – Acts as a role model for the Manager on Duty program while directing customer service activities throughout the store. Models and holds the team accountable for outstanding customer service. Greets and assists customers in finding products and partners with other team members when additional help is needed. Actively listens to customer issues to resolve problems. Maximizes sales and service by ensuring staff is scheduled appropriately, and by managing FIND more, credit, rewards and gift‑card programs.
• Cashier Performance – Trains, mentors and coaches all cashier associates on checkout procedures to ensure outstanding service behaviors are consistently exhibited. Regularly observes and ensures associates consistently follow and implement checkout experience processes. Monitors associate efficiency by utilizing Point of Sale productivity metrics.
• Line Management and Checkout Standards – Proactively shifts resources to checkouts based on observed fluctuations in store traffic. Reduces wait times during peak traffic periods by utilizing Mobile Point of Sale, Satellite Registers and Expeditor stations. Partners appropriately to stock all impulse futures and to identify checkout supply needs.
• Human Resources / People Management – Creates and monitors the store’s open requisitions and routes qualified applicants to the appropriate hiring manager. Coordinates the interview Talent Tryout process. Schedules and coordinates new‑hire orientations and training and administers ongoing associate training. Partners with the Sales Floor Supervisor and General Manager on training compliance. Reviews schedules and makes productive edits to further optimize resources.
• Performance Standards – Supports company shrink and safety initiatives. Meets established performance standards for the role on a consistent basis, including (but not limited to) the company’s iCAP (Credit) program, product and service sales, customer service, profit, productivity, and attendance.

Core Competencies

• Growth Mindset – Proposes and initiates actions on new ideas that improve products, stores, or practices. Listens to ideas, applies them when appropriate, and champions new initiatives. Encourages self‑and‑team stretch, challenges the status quo, and uses change as an opportunity to learn and grow.
• Critical Thinking – Demonstrates business and functional expertise, stays current with retail industry developments, and applies learning to drive company goals. Gathers necessary information, develops options, identifies assumptions, and considers impacts. Uses fact‑based analysis to guide decisions and clearly summarizes recommendations.
• 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. Provides and receives constructive feedback, holds self and others accountable, and cultivates a culture of development through coaching.
• Accountability – Takes responsibility for excellent customer experiences and reliably delivers solutions that meet customer needs. Builds positive, inclusive relationships by listening first and considering others’ perspectives.
• Implementation Excellence – Develops and prioritizes short‑ and long‑range plans that are comprehensive, realistic, and effective. Executes projects efficiently, seeks feedback, and takes needed action. Delegates work effectively and communicates plans and expectations clearly.
• Results‑Driven – Demonstrates urgency, establishes aggressive goals, and takes appropriate risks to achieve results. Shows confidence when challenged, does the right thing even when it’s hard, and fosters a culture of continuous improvement.

Benefits

• Medical, dental, and vision coverage
• Term life insurance
• Paid vacation and paid holidays (eligible associates receive eight paid holidays per calendar year)
• 401(k) with company match
• Associate discount on JCPenney merchandise
• Additional compensation for hourly associates scheduled to work on designated holidays

Pay

USD $19.00/Hr – USD $23.75/Hr.

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. In 2022, JCPenney celebrated 120 years as an iconic American brand, continuing its legacy of connecting with customers through shopping and community engagement.