Customer Experience Supervisor I - Lehigh Valley Mall

JCPenney; Whitehall (Lehigh County); On-site; USD 26,174 - 32,718; Full time

Benefits offered by this job

Medical insurance

401(k) with company match

Associate discounts

Job summary

JCPenney in Whitehall, PA is seeking a Customer Experience Supervisor I to lead and engage associates in delivering outstanding customer service while driving profitable sales growth. The role involves coaching, mentoring, and managing checkouts effectively.

The ideal candidate will be an experienced leader with solid skills in customer engagement and sales strategies. This position offers a competitive hourly wage, making it an excellent opportunity to advance your career in retail.

Qualifications

• Strong experience in customer service and sales management.
• Ability to coach and train staff on effective sales techniques.
• Proficient in managing resources based on store traffic.

Responsibilities

• Drive profitable sales growth through effective leadership.
• Coach associates on customer service and checkout processes.
• Manage line and checkout standards to reduce wait times.

Skills

Customer Service

Leadership

Critical Thinking

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 the 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 – Supports 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 product, stores or practices. Will listen to ideas and suggestions and apply ideas when appropriate, champion new initiatives, encourage others and themselves to stretch beyond current capabilities. Will be a catalyst for change by challenging the status quo and motivating others to make improvements.
• Thinks Critically: Demonstrates business and functional expertise and stays current with developments in the retail industry; applies learning to drive company goals. Gathers 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. Gives 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. Builds relationships by showing consideration for the perspectives of others, listens 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 projects and plans that are well‑organized and efficient, seeks feedback and takes needed action. Demonstrates the ability to effectively delegate work and communicate 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 is 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 and vision insurance, term life insurance, paid vacation and holidays, and a 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 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, and eligibility requirements for other benefits, please visit www.catalystbrandsbenefits.com.

Pay Range

USD $19.00/Hr – USD $23.75/Hr.