Customer Experience Supervisor I - Richland Mall

Penney OpCo LLC • Waco, TX

1d • 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 checkout experience strategies. The role directs customer service activities throughout the store, supports the Manager on Duty program, and helps maintain strong customer service, checkout, staffing, and performance standards.

The supervisor trains and coaches cashier associates, monitors checkout procedures and productivity, and adjusts checkout resources to address store traffic and reduce wait times. The role also supports recruiting and hiring processes, coordinates new-hire orientation and ongoing training, reviews schedules, and partners with store leadership on training compliance. The position supports company shrink and safety initiatives and is accountable for consistent performance across credit, product and service sales, customer service, profit, productivity, and attendance.

Responsibilities

• Act as a role model for the Manager on Duty program and direct customer service activities throughout the store.
• Model outstanding customer service and hold the team accountable for service standards.
• Greet and assist customers in finding products, and partner with team members when additional help is needed.
• Listen to customer issues and resolve problems.
• Support sales and service by ensuring appropriate staffing and managing FIND more, credit, rewards, and gift card programs.
• Train, mentor, and coach cashier associates on checkout procedures and service behaviors.
• Observe checkout operations and ensure associates consistently follow checkout processes.
• Monitor associate efficiency using Point of Sale productivity metrics.
• Shift resources to checkout areas based on store traffic and reduce peak-period wait times using Mobile Point of Sale, Satellite Registers, and Expeditor stations.
• Partner with others to stock Impulse futures and identify checkout supply needs.
• Create and monitor store 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 iCAP (Credit), product and service sales, customer service, profit, productivity, and attendance.

Benefits

• Competitive benefits package, if eligible, including medical, dental, and vision coverage, term life insurance, paid vacation and holidays, and a 401(k) with company match.
• Associate discount on JCPenney merchandise available to all associates.
• Eligible associates receive eight paid holidays during the calendar year; store hourly associates scheduled to work on a designated holiday receive additional compensation.

What This Job Offers

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