Customer Experience Supervisor I

Customer Experience Supervisor

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 include :

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 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 stores 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 companys 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, Uses the Growth Mindset by Seeing Change as an Opportunity to Learn and Grow, Thinks Critically, Demonstrates Leadership.