Customer Experience Supervisor I - Fayette Mall

JCPenney; Lexington (KY); On-site; USD 26,174 - 31,684; Full time

Benefits offered by this job

Employee discount

401(k) with company match

Paid holidays

Job summary

JCPenney in Lexington, KY is seeking a Customer Experience Supervisor I to drive profitable sales growth by leading associates, coaching on customer service, and delivering company checkout strategies. The role emphasizes training initiatives and ensuring excellent customer interactions across the store.

The position focuses on staff development, policy adherence, and optimizing the checkout experience to maximize service quality and performance.

Qualifications

• Experience leading customer service teams in a retail environment.
• Ability to coach and develop associates to deliver high-quality service.
• Experience coordinating training programs and onboarding new hires.
• Track record of driving sales through exceptional checkout experience.

Responsibilities

• Serve as role model for customer service and drive sales growth.
• Coach cashiers on checkout procedures and service behaviors.
• Manage staff allocation at checkouts to reduce wait times.
• Coordinate interviews, orientations and ongoing associate training.
• Ensure adherence to safety and loss-prevention standards.

Skills

Customer service leadership

Coaching

Staff training

Sales optimization

Tools

Mobile POS

Satellite Registers

Expeditor stations

Job description

General Description

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

Primary Responsibilities

• 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. Maximizes sales and service by ensuring staff is scheduled appropriately, and by 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. Monitors associate efficiency by utilizing Point of Sale productivity metrics.
• Line Management and Checkout Standards - 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.
• 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 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.
• Performance Standards - Supportive of company shrink and safety initiatives. Meets established performance standards for the role on a consistent basis, including (but not limited to) the company's iCAP (Credit) program, product and service sales, customer service, profit, productivity, and attendance.

Core Competencies

Embraces a Growth Mindset: Proposes and initiates actions on new ideas that improve our product, stores or practices. Will listen to ideas and suggestions and applies ideas when appropriate, champions new initiatives. Encourages others and their self to stretch beyond current capabilities. Willing to be a catalyst for change by challenging the status quo and motivates others to make improvements. Uses the growth mindset by seeing change as an opportunity to learn and grow.

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

Demonstrates Leadership: Creates an environment that fosters teamwork, recognizes others' accomplishments and respects and values differences in the workplace. Requires high personal and team performance standards, leads by example and motivates others to perform at a higher level. Able to give and is open to constructive performance feedback; holds self and others accountable for performance and actions. Creates a culture of development by coaching and teaching others. Aligns goals, processes, and culture to create momentum and champion a One Team approach.

Takes Accountability: Takes responsibility for excellent customer experiences and reliably delivers solutions that meet customer needs. Is able to build relationships by showing consideration for the perspectives of others, listening first before drawing conclusions. Develops positive and inclusive relationships across the organization

Implements with Excellence: Develops and prioritizes short and long-range plans that are comprehensive, realistic, and effective in meeting company goals. Implements project/plans that are well-organized and efficient, seeks feedback and takes needed action. Demonstrates the ability to effectively delegate work and communicates plans and expectations to others.

Drives Results: Demonstrates a sense of urgency to act decisively and quickly. Establishes aggressive goals and takes appropriate risks to achieve results. Shows confidence when challenged and will do the right thing even when it's hard. Strives to achieve excellent results by creating a culture of continuous improvement.

What you get

If eligible, we offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays*, and 401(k) with Company match. All associates are eligible for an associate discount on JCPenney merchandise. For paid holidays, associates who are eligible for paid vacation (MTO) are also eligible for eight paid holidays during the calendar year. All store hourly associates scheduled to work on a designated holiday will receive additional compensation. *For paid vacation days, as well as eligibility requirements for other benefits, please visit www.catalystbrandsbenefits.com.

Pay Range

USD $19.00/Hr - USD $23.75/Hr.