Customer Experience Supervisor
Jefferson City, MO Jefferson City, MO Full-time Full-time $18.
00 - $28.
50 an hour $18.
00 - $28.
50 an hour 16 hours ago 16 hours ago 16 hours ago KEY RESPONSIBILITIES FOR THIS ROLE:
Customer Service & Sales - Greets and assists customers in finding products and partners with other team members when additional help is needed - Models for and holds team accountable for outstanding customer service - Acts as the role model for the Manager on Duty program and expert on the Manager on Duty application on Mobile Warrior - Directs customer service activities throughout the store - Resolves customer issues and concerns in a professional manner - Maximizes sales and service by ensuring staff is scheduled appropriately - Manages and promote FindMore with associates to drive sales and enhance customer service - Manages credit, rewards and gift card programs throughout the store - Actively and enthusiastically engages customers to support the company's iCAP program Checkout Standards - Proactively shifts resources to checkouts based on observed increase in store traffic and complexity of transaction - Utilizes Point of Sale on Mobile Warrior, Satellite Registers, and Expeditor Stations as a means of reducing wait times during peak traffic periods - Oversee maintenance, cleanliness, signing and organization of all checkout stations - Partner with Sales Floor Supervisor to stock all Impulse Fixtures and merchandise according to plan - Identifies checkout supply needs in a timely manner to ensure replenishment orders are placed in accordance with delivery deadlines - Leads and maintains system and asset implementations and upgrades; ensure training on new systems and equipment - Responsible for store equipment (i.
e.
, registers, Mobile Warrior, etc.
) Omnichannel - Train, mentor and coach all associates at jcp.
com Pickup location on processes and transaction procedures related to delivery and return of jcp.
com orders - Train, mentor and coach all cashier associates & cross-train additional associates as needed to use Omni Order to quickly deliver online orders to customers - Manages all Ship from Store, Buy Online Pick Up In Store and Curbside Pickup order processes in the prescribed time periods - Monitors Omnichannel reporting and metrics and takes action as needed to resolve issues - Shares reporting and metrics results with team and uses information to motivate, coach, teach and train associates - Manages the jcp.
com processes including jcp.
com orders, aged and undelivered orders/returns, and supporting systems Human Resources / People Management - Creates and monitors the store's open requisitions, routing qualified applicants to appropriate hiring manager - Coordinates the logistics of the Talent Tryout process - Schedules and conducts new hire orientation and training; administers ongoing associate training - Partners with Sales Floor Supervisor and/or General Manager to monitor required training compliance - Partners with Sales Floor Supervisor and/or General Manager to ensure optimization of resources at schedule generation - Reviews schedules and makes productive edits to further optimize resources - Closes payroll and completes other payroll functions including system reports as necessary for associates to receive pay for hours worked - Processes new and existing HR tasks as necessary according to state laws and company policies Team Development - Responsible for the completion of associate training and policy compliance - Trains, mentors and coaches all cashier associates on checkout procedures to ensure outstanding customer 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 and provides recognition or coaching - Consistently provides ongoing feedback and coaching to associates - Maintains notes / observations of each associate's strengths and opportunities - Takes immediate action on performance and policy issues within the team 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 program, product and service sales, customer service, profit, productivity, and attendance Job Type:
Full-time Pay:
$18.
00 - $28.
50 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Schedule:
Evening shift Holidays Monday to Friday Weekends as needed Ability to commute/relocate:
Jefferson City, MO 65109:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Microsoft Office:
1 year (Preferred) Sales:
1 year (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
00 - $28.
50 an hour $18.
00 - $28.
50 an hour 16 hours ago 16 hours ago 16 hours ago KEY RESPONSIBILITIES FOR THIS ROLE:
Customer Service & Sales - Greets and assists customers in finding products and partners with other team members when additional help is needed - Models for and holds team accountable for outstanding customer service - Acts as the role model for the Manager on Duty program and expert on the Manager on Duty application on Mobile Warrior - Directs customer service activities throughout the store - Resolves customer issues and concerns in a professional manner - Maximizes sales and service by ensuring staff is scheduled appropriately - Manages and promote FindMore with associates to drive sales and enhance customer service - Manages credit, rewards and gift card programs throughout the store - Actively and enthusiastically engages customers to support the company's iCAP program Checkout Standards - Proactively shifts resources to checkouts based on observed increase in store traffic and complexity of transaction - Utilizes Point of Sale on Mobile Warrior, Satellite Registers, and Expeditor Stations as a means of reducing wait times during peak traffic periods - Oversee maintenance, cleanliness, signing and organization of all checkout stations - Partner with Sales Floor Supervisor to stock all Impulse Fixtures and merchandise according to plan - Identifies checkout supply needs in a timely manner to ensure replenishment orders are placed in accordance with delivery deadlines - Leads and maintains system and asset implementations and upgrades; ensure training on new systems and equipment - Responsible for store equipment (i.
e.
, registers, Mobile Warrior, etc.
) Omnichannel - Train, mentor and coach all associates at jcp.
com Pickup location on processes and transaction procedures related to delivery and return of jcp.
com orders - Train, mentor and coach all cashier associates & cross-train additional associates as needed to use Omni Order to quickly deliver online orders to customers - Manages all Ship from Store, Buy Online Pick Up In Store and Curbside Pickup order processes in the prescribed time periods - Monitors Omnichannel reporting and metrics and takes action as needed to resolve issues - Shares reporting and metrics results with team and uses information to motivate, coach, teach and train associates - Manages the jcp.
com processes including jcp.
com orders, aged and undelivered orders/returns, and supporting systems Human Resources / People Management - Creates and monitors the store's open requisitions, routing qualified applicants to appropriate hiring manager - Coordinates the logistics of the Talent Tryout process - Schedules and conducts new hire orientation and training; administers ongoing associate training - Partners with Sales Floor Supervisor and/or General Manager to monitor required training compliance - Partners with Sales Floor Supervisor and/or General Manager to ensure optimization of resources at schedule generation - Reviews schedules and makes productive edits to further optimize resources - Closes payroll and completes other payroll functions including system reports as necessary for associates to receive pay for hours worked - Processes new and existing HR tasks as necessary according to state laws and company policies Team Development - Responsible for the completion of associate training and policy compliance - Trains, mentors and coaches all cashier associates on checkout procedures to ensure outstanding customer 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 and provides recognition or coaching - Consistently provides ongoing feedback and coaching to associates - Maintains notes / observations of each associate's strengths and opportunities - Takes immediate action on performance and policy issues within the team 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 program, product and service sales, customer service, profit, productivity, and attendance Job Type:
Full-time Pay:
$18.
00 - $28.
50 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Schedule:
Evening shift Holidays Monday to Friday Weekends as needed Ability to commute/relocate:
Jefferson City, MO 65109:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Microsoft Office:
1 year (Preferred) Sales:
1 year (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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