Customer Experience Supervisor

General Description:
As the Customer Experience Supervisor, 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 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 manages 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:

• 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.
• Thinks Critically: Demonstrates business and functional expertise and stays current with developments in the retail industry; applies learning to drive company goals.
• Demonstrates Leadership: Creates an environment that fosters teamwork, recognizes others' accomplishments and respects and values differences in the workplace.
• Takes Accountability: Takes responsibility for excellent customer experiences and reliably delivers solutions that meet customer needs.
• Implements with Excellence: Develops and prioritizes short and long-range plans that are comprehensive, realistic, and effective in meeting company goals.
• Drives Results: Demonstrates a sense of urgency to act decisively and quickly. Establishes aggressive goals and takes appropriate risks to achieve results.

What you get:

If eligible, we offer a competitive benefits 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.

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.