Customer Experience Supervisor I - Northwoods 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

:

• 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 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 - Supportive of 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:
To achieve success at JCPenney, a Customer Experience Supervisor possesses the following core competencies:

Embraces a Growth Mindset: Proposes and initiates actions on new ideas that improve our product, stores or practices

Will listen to ideas and suggestions and applies ideas when appropriate, champions new initiatives

Encourages others and their self to stretch beyond current capabilities

Willing to be a catalyst for change by challenging the status quo and motivates others to make improvements

Uses the growth mindset by seeing change as an opportunity to learn and grow.

Thinks Critically: Demonstrates business and functional expertise and stays current with developments in the retail industry; applies learning to drive company goals

Will gather the necessary information to fully understand the scope of the problem; applies critical thinking to develop options, identify assumptions and consider impacts

Uses fact-based analysis to guide decision-making; summarizes analysis clearly and succinctly and recommends a course of action.

Demonstrates Leadership: Creates an environment that fosters teamwork, recognizes others' accomplishments and respects and values differences in the workplace

Requires high personal and team performance standards, leads by example and motivates others to perform at a higher level

Able to give and is open to constructive performance feedback; holds self and others accountable for performance and actions

Creates a culture of development by coaching and teaching others

Aligns goals, processes, and culture to create momentum and champion a One Team approach.

Takes Accountability: Takes responsibility for excellent customer experiences and reliably delivers solutions that meet customer needs

Is able to build relationships by showing consideration for the perspectives of others, listening first 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 in meeting company goals

Implements project/plans that are well-organized and efficient, seeks feedback and takes needed action

Demonstrates the ability to effectively delegate work and communicates plans and expectations to others.

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 will do the right thing even when it's hard

Strives to achieve excellent results by creating a culture of continuous improvement.

What you get:

If eligible, we offer a competitive

package including medical/dental/vision, term life insurance, paid vacation/holidays*, and 401(k) with Company match

All associates are eligible for an 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

. *For paid vacation days, as well as eligibility

for other

, please visit www.catalystbrandsbenefits.com

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 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.

Pay Range

USD $19.00/Hr -USD $23.75/Hr.