Customer Experience Supervisor - Dulles Town Ctr

Customer Experience Supervisor I - Dulles Town Ctr

Apply for the Customer Experience Supervisor I - Dulles Town Ctr role at JCPenney
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As the Customer Experience Supervisor I, you are accountable for driving profitable sales growth by leading and engaging associates, coaching associates on customer service, leading company training initiatives and delivering company checkout experience strategies.

• Customer Service & Sales – 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, maximizing sales and service by ensuring staff is scheduled appropriately and managing FIND more, credit, rewards and gift card programs.
• Cashier Performance – 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, monitoring associate efficiency by utilizing point of sale productivity metrics.
• Line Management & Checkout Standards – Proactively shifts resources to checkouts based on observed fluctuations in store traffic, reducing wait times during peak traffic periods by utilizing Mobile POS, satellite registers and expeditor stations, and partnering appropriately to stock all impulse futures and identify checkout supply needs.
• Human Resources / People Management – 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, 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.
• Performance Standards – Supports company shrink and safety initiatives, meeting established performance standards consistently, including the company’s iCAP (Credit) program, product and service sales, customer service, profit, productivity, and attendance.

Embraces a Growth Mindset:
Proposes and initiates actions on new ideas that improve our product, stores or practices. Will listen to ideas and suggestions, apply ideas when appropriate, champion new initiatives, encourage others to stretch beyond current capabilities, act as a catalyst for change by challenging the status quo and motivating others to improve, seeing change as an opportunity to learn and grow.

Thinks Critically:
Demonstrates business and functional expertise, stays current with developments in the retail industry, applies learning to drive company goals, gathers information to understand the scope of the problem, uses critical thinking to develop options, identify assumptions and consider impacts, uses fact‑based analysis to guide decision‑making, summarizes analysis clearly and recommends a course of action.

Demonstrates Leadership:
Creates an environment that fosters teamwork, recognizes others’ accomplishments, respects and values differences, holds self and others accountable, coaches and teaches others, aligns goals, processes and culture to create momentum and champion a One Team approach.

Takes Accountability:
Takes responsibility for excellent customer experiences, reliably delivers solutions, builds relationships by showing consideration for perspectives, listens first, draws conclusions, develops positive and inclusive relationships across the organization.

Implements with Excellence:
Develops and prioritizes short‑ and long‑range plans that are comprehensive, realistic, effective, seeks feedback, takes needed action, demonstrates ability to delegate and communicates plans and expectations to others.

Drives Results:
Demonstrates a sense of urgency to act decisively and quickly, establishes aggressive goals, takes…