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Job Details

Customer Care Sr. Specialist

Company name
JCPenney (JCP Media Inc.)

Location
Salt Lake City, UT
3 hit(s)  

Profile

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, jcp.com, 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.

Summary

Drive a customer service oriented team by attracting, retaining, leading, developing and engaging customer coordinators and specialists.

Reports to

: Customer Service Manager

Key Responsibilities:

Leadership

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.

#LI-TDT1

Job Title:

Customer Care Sr. Specialist

Location:

Salt Lake City, UT, United States

- 310 S Main St

Job ID:

1078383

J.C. Penney Company Inc.

Plano, Texas

Company Profile
More than a century ago, James Cash Penney founded his company on the principle of the Golden Rule: treat others the way you’d like to be treated – Fair and Square. His legacy continues to this day, as J. C. Penney Company, Inc. (NYSE: JCP) boldly transforms the retail experience across 1,100 stores and jcp.com to become America’s favorite store. Focused on making the customer experience better every day, jcpenney is dreaming up new ways to make customers love shopping again. On every visit, customers will discover great prices every day in a unique Shops environment that features exceptionally curated merchandise, a dynamic presentation and unmatched customer service.

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