Customer Experience Supervisor I - Hemet Valley Mall

General Description: As the Customer Experience Supervisor, 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, models and holds team accountable for outstanding customer service, greets and assists customers in finding products, 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 cashier associates on checkout procedures to ensure outstanding service behaviors are consistently exhibited, observes and ensures associates consistently follow and implement checkout experience processes, monitors associate efficiency by using POS productivity metrics. Line Management and Checkout Standards – Proactively shifts resources to checkouts based on observed fluctuations, reduces wait times during peak traffic periods using Mobile POS, Satellite Registers, Expeditor stations, partners appropriately to stock all impulse futures and identify checkout supply needs. Human Resources / People Management – Creates and monitors the store's open requisitions, routes qualified applicants to hiring managers, coordinates interview Talent Tryout process, schedules and coordinates new hire orientations and training, administers ongoing associate training, partners with Sales Floor Supervisor and General Manager on training compliance, reviews schedules and makes productive edits. Performance Standards – Supports company shrink and safety initiatives, meets performance standards for the role consistently, including 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, listens to and applies ideas, champions new initiatives, encourages others to stretch beyond current capabilities, acts as a catalyst for change and motivates improvements. Thinks Critically: Demonstrates business and functional expertise, stays current with retail industry developments, gathers necessary information to understand scope, applies critical thinking to develop options, identifies assumptions, uses fact‑based analysis to guide decisions. Demonstrates Leadership: Creates an environment fostering teamwork, recognizes accomplishments, respects differences, holds self and others accountable, coaches and teaches others, aligns goals and culture to create momentum. Takes Accountability: Builds relationships, shows consideration, listens before drawing conclusions, develops positive and inclusive relationships. Implements with Excellence: Prioritizes short and long‑range plans that are realistic and effective, implements well‑organized projects, seeks feedback, takes needed action, delegates effectively, communicates plans and expectations. Drives Results: Demonstrates urgency, establishes aggressive goals, takes appropriate risks, shows confidence, achieves excellent results, promotes 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 the benefits portal. Pay Range USD $24.00/Hr - USD $30.00/Hr. #J-18808-Ljbffr JCPenney