Customer Care Supervisor - Jcpenney Contact Center

Customer Care Supervisor - JCPenney 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 is the shopping destination for diverse, working American families. With inclusivity at its core, the Company’s product assortment meets customers’ everyday needs and helps them commemorate every special occasion with style, quality and value. JCPenney offers a broad portfolio of fashion, apparel, home, beauty and jewelry from national and private brands and provides personal services including salon, portrait and optical. The Company and its 50,000 associates worldwide serve customers where, when and how they want to shop – from jcp.com to more than 650 stores in the U.S. and Puerto Rico. In 2022, JCPenney celebrates 120 years as an iconic American brand by continuing its legacy of connecting with customers through shopping and community engagement. Please visit JCPenney’s Newsroom to learn more and follow JCPenney on Facebook, Instagram, Twitter and LinkedIn.

For more opportunities to join our team please visit our careers page.