Customer Experience Supervisor I - Antelope Valley Mall - Palmdale, CA

Posted on: 09-09-2025 08:10 AM PST

Job Description:

As the Customer Experience Supervisor I - 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
Customer Service & Sales - Acts as a role model for the Manager on Duty program while directing customer service activities throughout the store
Models and holds team accountable for outstanding customer service
Greets and assists customers in finding products and 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 all cashier associates on checkout procedures to ensure outstanding 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
Line Management and Checkout Standards - Proactively shifts resources to checkouts based on observed fluctuations in store traffic
Reduces wait times during peak traffic periods by utilizing Mobile Point of Sale, Satellite Registers and Expeditor stations
Partners appropriately to stock all Impulse futures and to identify checkout supply needs
Human Resources / People Management - Creates and monitors the store's open requisitions and routes qualified applicants to the appropriate hiring manager
Schedules and coordinates new hire orientations and training and administers ongoing associate training
Partners with the Sales Floor Supervisor and General Manager on training compliance
Reviews schedules and makes productive edits to further optimize resources
Performance Standards - Supportive of 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 (Credit) program, product and service sales, customer service, profit, productivity, and attendance
Embraces a Growth Mindset: Proposes and initiates actions on new ideas that improve our product, stores or practices
Will listen to ideas and suggestions and applies ideas when appropriate, champions new initiatives
Encourages others and their self to stretch beyond current capabilities
Willing to be a catalyst for change by challenging the status quo and motivates others to make improvements
Will gather the necessary information to fully understand the scope of the problem; applies critical thinking to develop options, identify assumptions and consider impacts
Uses fact-based analysis to guide decision-making; summarizes analysis clearly and succinctly and recommends a course of action
Demonstrates Leadership: Creates an environment that fosters teamwork, recognizes others' accomplishments and respects and values differences in the workplace
Able to give and is open to constructive performance feedback; holds self and others accountable for performance and actions
Creates a culture of development by coaching and teaching others
Aligns goals, processes, and culture to create momentum and champion a One Team approach
Takes Accountability: Takes responsibility for excellent customer experiences and reliably delivers solutions that meet customer needs
Is able to build relationships by showing consideration for the perspectives of others, listening first before drawing conclusions
Implements with Excellence: Develops and prioritizes short and long-range plans that are comprehensive, realistic, and effective in meeting company goals
Implements project/plans that are well-organized and efficient, seeks feedback and takes needed action
Demonstrates the ability to effectively delegate work and communicates plans and expectations to others
Establishes aggressive goals and takes appropriate risks to achieve results
Shows confidence when challenged and will do the right thing even when it's hard
Strives to achieve excellent results by creating a culture of continuous improvement

Job Requirements:

To achieve success at JCPenney, a Customer Experience Supervisor possesses the following core competencies:
Uses the growth mindset by seeing change as an opportunity to learn and grow
Thinks Critically: Demonstrates business and functional expertise and stays current with developments in the retail industry; applies learning to drive company goals
Requires high personal and team performance standards, leads by example and motivates others to perform at a higher level
Develops positive and inclusive relationships across the organization
Drives Results: Demonstrates a sense of urgency to act decisively and quickly

Website:

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ID:

JOB-66050

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