Customer Care Supervisor

JCPenney•Wayne, NJ

11d•Remote

About The Position

Provides leadership, direction, coaching and engages associates to consistently provide exceptional customer service to meet or exceed company goals and customer service metrics.

Requirements

2+ years supervisory leadership experience (retail or call center preferred)
2+ years customer service and retail experience required
Exhibits high standards and accountability; takes pride in accuracy
Results-oriented and self-motivated with a strong sense of urgency
Able to independently organize and prioritize broad workload to meet deadlines
Strong customer service, written and verbal communication and organizational skills
High School degree or equivalent business experience; Bachelor’s degree preferred
Proficient computer skills including MSWord, Excel, PowerPoint, customer service and point of sale systems, navigating multiple tabs/windows
Requires access to reliable, high-speed internet connection and a quiet working area away from distractions
Competencies - Embrace Accountability, Strategic Thinking, Customer Focus, Drive Execution, Collaborate Effectively, Cultivate Learning

Responsibilities

Leads a team that provides customer service to manage inquiries or assistance required concerning merchandise, system support, or sales orders, and problems.
Manages escalated calls from customers as well as provides in-call assistance needed for associates in the center.
Supervises, provides coaching, and engages Customer Care Center (CCC) associates to continuously provide exceptional customer service to meet or exceed company survey goals.
Coordinates and administers programs designed to develop associates’ skills and abilities to create a customer first environment.
Supports the implementation of new procedures and/or operational changes to support the Customer Care vision and strategy.
Tracks, reviews, & responds to customer complaints, and escalates issues in a manner that drives customer retention and loyalty.