Customer Experience Supervisor I - Dayton Mall

Penney OpCo LLC • Centerville, OH

6d • Onsite

About The Position

The Customer Experience Supervisor I is accountable for driving profitable sales growth by leading and engaging associates, coaching them on customer service, leading company training initiatives, and delivering company checkout experience strategies. This role directs customer service activities throughout the store and serves as a role model for the Manager on Duty program.

The supervisor trains, mentors, and coaches cashier associates; monitors checkout standards and productivity; and shifts resources to checkout areas in response to store traffic. The role also supports recruiting and hiring workflows, coordinates orientations and training, reviews schedules, and partners with store leadership on training compliance. The position supports company shrink and safety initiatives and is expected to consistently meet established performance standards for credit, sales, customer service, profit, productivity, and attendance.

Responsibilities

• Direct customer service activities throughout the store and model the Manager on Duty program.
• Model and hold associates accountable for outstanding customer service; greet customers, help them find products, and partner with team members when additional assistance is needed.
• Listen to customer issues and resolve problems.
• Maximize sales and service by ensuring appropriate staff scheduling and managing FIND more, credit, rewards, and gift card programs.
• Train, mentor, and coach cashier associates on checkout procedures and service behaviors.
• Observe associates and ensure they consistently follow checkout experience processes.
• Monitor associate efficiency using Point of Sale productivity metrics.
• Shift resources to checkout areas based on observed changes in store traffic.
• Reduce wait times during peak traffic by using Mobile Point of Sale, Satellite Registers, and Expeditor stations.
• Partner to stock Impulse futures and identify checkout supply needs.
• Create and monitor open requisitions and route qualified applicants to the appropriate hiring manager.
• Coordinate the interview Talent Tryout process.
• Schedule and coordinate new-hire orientations and training, and administer ongoing associate training.
• Partner with the Sales Floor Supervisor and General Manager on training compliance.
• Review schedules and make productive edits to optimize resources.
• Support company shrink and safety initiatives.
• Consistently meet established performance standards, including credit program, product and service sales, customer service, profit, productivity, and attendance.
• Coach and teach others, encourage teamwork, recognize accomplishments, and hold self and others accountable for performance.
• Develop and prioritize plans, delegate work, communicate expectations, and pursue continuous improvement.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Term life insurance
• Paid vacation
• Paid holidays
• 401(k) with Company match
• Associate discount on JCPenney merchandise
• Additional compensation for eligible store hourly associates scheduled to work on a designated holiday

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed