Customer Experience Supervisor I - River Hills Mall
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. The role directs customer service activities throughout the store and serves as a role model for the Manager on Duty program. It also oversees cashier performance and checkout standards, helps optimize staffing and store resources, and supports hiring, onboarding, training, safety, and shrink initiatives. Success in this role calls for a growth mindset, critical thinking, leadership, accountability, excellent implementation, and a focus on results. The supervisor fosters teamwork, coaches and develops associates, communicates expectations, and works to deliver excellent customer experiences and meet company performance standards.
Responsibilities
- Direct customer service activities throughout the store and act as a role model for the Manager on Duty program.
- Model and reinforce outstanding customer service; greet and assist customers, involve other team members when needed, and listen to and resolve customer issues.
- 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 activity and ensure associates consistently follow checkout experience 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 fixtures 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, new-hire orientations, and training; 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 role performance standards, including iCAP (Credit), product and service sales, customer service, profit, productivity, and attendance.
- Demonstrate the company’s core competencies: embrace a growth mindset, think critically, demonstrate leadership, take accountability, implement with excellence, and drive results.
Benefits
- Medical, dental, and vision benefits, if eligible
- Term life insurance, if eligible
- Paid vacation, if eligible
- Paid holidays for eligible associates
- Additional compensation for store hourly associates scheduled to work on a designated holiday
- 401(k) with Company match, if eligible
- Associate discount on JCPenney merchandise
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
