Customer Experience Supervisor I - Florence Mall

Penney OpCo LLC•Florence, KY

5d•Onsite

About The Position

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. This role involves acting as a role model for the Manager on Duty program, directing customer service activities, and ensuring outstanding customer service. You will also be responsible for training, mentoring, and coaching cashier associates on checkout procedures, monitoring their efficiency, and proactively managing resources to minimize customer wait times. Additionally, this role involves human resources functions such as creating and monitoring open requisitions, coordinating interviews, and administering new hire orientations and ongoing associate training. You will also support company shrink and safety initiatives and consistently meet established performance standards.

Requirements

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.

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.
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.
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.