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Job Details

Customer Care Sr. Specialist

Salt Lake City, UT

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General Description
Customer Care Sr. Specialist
JCPenney, one of the nation’s largest apparel and home retailers, combines an expansive footprint of nearly 870 stores across the United States and Puerto Rico with a powerful e-commerce site,, to deliver style and value for all hard-working American families. At every touchpoint, customers will discover stylish merchandise at incredible value from an extensive portfolio of private, exclusive and national brands. Reinforcing this shopping experience is the customer service and warrior spirit of approximately 98,000 associates across the globe, all driving toward the Company's mission to help customers find what they love for less time, money and effort. We're looking for motivated, talented individuals who can emerge as Warriors in our organization.
Drive a customer service oriented team by attracting, retaining, leading, developing and engaging customer coordinators and specialists.
Reports to
: Customer Service Manager
Key Responsibilities:
Manage the Customer Coordinator team
Build and manage Coordinator schedules to ensure profit objectives are achieved
Drive customer service and profit
Provide leadership to the entire team in the Managers absence (including supervisors)
Responsible for building and creating a highly productive team
Customer Service
Models and holds team accountable for outstanding customer service; demonstrates WORTH behaviors consistently
Coaches team to deliver outstanding customer service
Monitor quality of customer interaction on calls
Developing and Retaining Talent
Responsible for recruiting new hires
Responsible for training new hires to ensure outstanding customer service metrics are consistently met
Oversees completion of new and existing associates HR tasks as necessary according to State laws and company polices
Owns payroll and payroll functions to ensure associates receive appropriate pay for hours worked
Actively walks floor and coaching in the moment
Performance Standards
Consistently meets established performance standards for the role, including (but not limited to) product and services sales, customer service, profit, productivity, and attendance. 
Skills Requirements Needed to Perform Effectively in the Role:
High School Diploma or equivalent. College degree preferred
Previous call center experience preferred
Problem solving skills
Proactively find ways to improve the customer experience
Ability to supervise large groups
Thinks critically
Our corporate office supports JCPenney nationwide and offers a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, 401 (k) Savings Plan with company match, and a merchandise discount plan to JCPenney.
Job Title:
Customer Care Sr. Specialist
Salt Lake City, UT, United States
- 310 S Main St
Job ID:
J.C. Penney Company Inc.
Plano, Texas

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