Customer Experience Supervisor II - Holiday Village Mall

JC Penney-posted 4 months ago
Full-time • Mid Level
Great Falls, MT
5,001-10,000 employees
Clothing, Clothing Accessories, Shoe, and Jewelry Retailers
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As the Customer Experience Supervisor II, you are accountable for driving profitable sales growth by leading and engaging associates, coaching associates on customer service, leading company training initiatives, delivering company checkout experience strategies and Omnichannel processes.

  • 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.
  • Trains, mentors and coaches all associates at jcp.com.
  • Manages all Ship from Store, Buy Online Pick Up In Store and Curbside Pickup order processes within the prescribed time periods.
  • Monitors and shares Omnichannel and reporting metrics and takes action to resolve issues.
  • Demonstrates business and functional expertise and stays current with developments in the retail industry.
  • Ability to gather necessary information to fully understand the scope of problems and apply critical thinking.
  • Ability to create an environment that fosters teamwork and recognizes others' accomplishments.
  • Ability to take responsibility for excellent customer experiences and reliably deliver solutions.
  • Ability to develop and prioritize short and long-range plans that are comprehensive and effective.
  • Competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, and 401(k) with Company match.
  • Associate discount on JCPenney merchandise.
  • Eligible for eight paid holidays during the calendar year.
  • Additional compensation for store hourly associates scheduled to work on designated holidays.
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