Customer Experience Supervisor II - Wildewood S/C

Penney OpCo LLC • California, MD

9d • Onsite

About The Position

The Customer Experience Supervisor II 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 and Omnichannel processes. The role directs customer service activities throughout the store and helps ensure a consistently positive customer experience.

The supervisor trains and coaches cashier associates on checkout procedures, monitors checkout performance and Point of Sale productivity, and adjusts staffing at checkout to respond to store traffic. The role also oversees hiring and training coordination, supports schedule optimization, and trains associates on jcp.com pickup, delivery, and return processes. It manages Ship from Store, Buy Online Pick Up In Store, and Curbside Pickup processes within prescribed time periods, monitors Omnichannel metrics, and takes action to address issues.

The position supports company shrink and safety initiatives and is expected to consistently meet performance standards for credit, product and service sales, customer service, profit, productivity, and attendance. Success in the role calls for a growth mindset, critical thinking, leadership, accountability, excellence in implementation, and a focus on results.

Responsibilities

• Direct store customer service activities and model outstanding customer service as part of the Manager on Duty program.
• Greet and assist customers, help them find products, partner with team members when additional assistance is needed, and resolve customer issues by listening actively.
• 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 activities and ensure associates consistently follow checkout processes.
• Monitor associate efficiency using Point of Sale productivity metrics.
• Shift resources to checkout areas in response to 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, route qualified applicants to hiring managers, and coordinate the interview Talent Tryout process.
• Schedule and coordinate new-hire orientations and training, administer ongoing associate training, and partner with the Sales Floor Supervisor and General Manager on training compliance.
• Review schedules and make productive edits to optimize resources.
• Train, mentor, and coach associates at the jcp.com pickup location on processes and transaction procedures for delivery and return of jcp.com orders.
• Manage Ship from Store, Buy Online Pick Up In Store, and Curbside Pickup order processes within prescribed time periods.
• Monitor and share Omnichannel reporting metrics and take action to resolve issues.
• Support company shrink and safety initiatives and consistently meet established performance standards, including credit, product and service sales, customer service, profit, productivity, and attendance.
• Model teamwork and inclusive leadership, coach and develop others, hold self and team accountable, and plan and implement work effectively to meet company goals.

Benefits

• Medical, dental, and vision coverage, if eligible
• Term life insurance, if eligible
• Paid vacation, if eligible
• Paid holidays for associates eligible for paid vacation; eight paid holidays during the calendar year
• 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

What This Job Offers

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