Supervisor, Customer Care – Customer Care Contact Center
Provides leadership, direction, coaching and engages associates to consistently provide exceptional customer service to meet or exceed Company goals and Customer Service metrics.
Primary Responsibilities
- Leads a team that provides customer service to manage inquiries or assistance required concerning merchandise, system support, or sales orders, and problems. Manages escalated calls from customers as well as provides in-call assistance needed for associates in the center.
- Supervises, provides coaching, and engages Customer Care Center (CCC) associates to continuously provide exceptional customer service to meet or exceed company survey goals
- Coordinates and administers programs designed to develop associates’ skills and abilities to create a customer first environment
- Supports the implementation of new procedures and/or operational changes to support the Customer Care vision and strategy
- Tracks, reviews, & responds to customer complaints, and escalates issues in a manner that drives Customer retention and loyalty
Core Competencies & Accomplishments
- 2+ years supervisory leadership experience (retail or call center preferred)
- 2+ years customer service and retail experience required
- Exhibits high standards and accountability; takes pride in accuracy
- Results-oriented and self-motivated with a strong sense of urgency
- Able to independently organize and prioritize broad workload to meet deadlines
- Strong customer service, written and verbal communication, and organizational skills
- High School degree or equivalent business experience; Bachelor’s degree highly preferred
What you get
We offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and an associate discount on JCPenney merchandise.
About JCPenney
JCPenney proudly serves customers at more than 650 stores across the United States and Puerto Rico, and at the Company’s flagship store, jcp.com. JCPenney is one of the nation’s largest retailers of apparel, home, jewelry, and beauty merchandise with a growing portfolio of private and national brands. Guided by the Golden Rule, JCPenney employs more than 50,000 associates worldwide and has served customers for over 120 years, playing a vital role in the communities it serves. For additional information, please visit jcp.com and follow JCPenney on Facebook, Instagram, and Twitter. For more opportunities to join our team please visit our careers page. #LI-WD1
