Customer Experience Supervisor I - Governors Sq

Penney OpCo LLC • Tallahassee, FL

9d

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, serves as a role model for the Manager on Duty program, and helps ensure a consistent, high-quality customer experience.

The supervisor trains, mentors, and coaches cashier associates on checkout procedures and monitors their adherence to checkout processes and productivity. The position also manages checkout resources in response to store traffic, helps reduce wait times, and partners with other teams to maintain checkout supplies and impulse merchandise.

The role supports store staffing and people-management activities, including requisitions, applicant routing, interviews, new-hire orientations, training, and schedule optimization. The supervisor supports shrink and safety initiatives and is accountable for consistently meeting performance standards related to 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 team members accountable for outstanding customer service; greet and assist customers, listen to concerns, resolve problems, and partner with team members when additional help is needed.
• Maximize 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 associates and ensure they consistently follow checkout experience processes.
• Monitor associate efficiency using Point of Sale productivity metrics.
• Shift resources to checkout areas in response to store traffic and help 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 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 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.

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 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