Customer Experience Supervisor I - Valley Mall

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, partner with team members for additional help, and actively listen to resolve customer issues. Maximize sales and service by ensuring appropriate staff scheduling and managing FIND more, credit, rewards, and gift card programs.
• Cashier Performance: Train, mentor, and coach all cashier associates on checkout procedures to ensure consistent exhibition of outstanding service behaviors. Regularly observe and ensure associates follow 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 store traffic fluctuations. Reduce wait times during peak traffic periods by utilizing Mobile Point of Sale, Satellite Registers, and Expeditor stations. Partner with others to stock all Impulse futures 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 and Talent Tryout process. Schedule and coordinate new hire orientations, training, and administer ongoing associate training. Partner with the Sales Floor Supervisor and General Manager on training compliance. Review and optimize schedules for resource efficiency.
• Performance Standards: Support company shrink and safety initiatives. Meet established performance standards for the role consistently, including the company's iCAP (Credit) program, product and service sales, customer service, profit, productivity, and attendance.

Core Competencies

• Embraces a Growth Mindset: Propose and initiate actions on new ideas that improve products, stores, or practices. Listen to and apply ideas when appropriate, champion new initiatives, and encourage others to stretch beyond current capabilities. See change as an opportunity to learn and grow.
• Thinks Critically: Demonstrate business and functional expertise, staying current with retail industry developments. Gather necessary information to understand problem scope, apply critical thinking to develop options, and use fact-based analysis to guide decision-making.
• Demonstrates Leadership: Foster teamwork, recognize accomplishments, and value workplace differences. Set high personal and team performance standards, lead by example, and motivate others. Give and receive constructive feedback, hold self and others accountable, and create a culture of development.
• Takes Accountability: Take responsibility for excellent customer experiences and deliver solutions that meet customer needs. Build relationships by considering others' perspectives and listening before drawing conclusions. Develop inclusive relationships across the organization.
• Implements with Excellence: Develop and prioritize comprehensive, realistic, and effective short and long-range plans. Implement well-organized and efficient projects, seek feedback, and take action. Delegate work effectively and communicate plans and expectations.
• Drives Results: Demonstrate a sense of urgency, act decisively, and establish aggressive goals. Take appropriate risks to achieve results, show confidence when challenged, and strive for excellence by fostering 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 eligible for paid vacation (MTO) receive eight paid holidays during the calendar year. All store hourly associates scheduled to work on a designated holiday will receive additional compensation.

For paid vacation days and eligibility requirements for other benefits, visit www.catalystbrandsbenefits.com.

About the Company

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 special occasions with style, quality, and value. JCPenney offers fashion, apparel, home, beauty, and jewelry from national and private brands, along with 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 celebrates 120 years as an iconic American brand by continuing its legacy of connecting with customers through shopping and community engagement.

Pay

Pay Range: USD $20.00/Hr - USD $25.00/Hr.