Customer Experience Supervisor II - Frontier Mall

About the role

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

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 celebrates 120 years as an iconic American brand by continuing its legacy of connecting with customers through shopping and community engagement. Please visit JCPenney's Newsroom to learn more and follow JCPenney on Facebook, Instagram, Twitter, and LinkedIn.

Responsibilities

• Acts as a role model for the Manager on Duty program while directing customer service activities throughout the store.
• Models and holds 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.
• 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.
• 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.
• Creates and monitors the store's open requisitions and routes qualified applicants to the appropriate hiring manager.
• Coordinates the interview Talent Tryout process.