Customer Care Supervisor

Dallas

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 . **Pay Range** USD $57,000.00 - USD $85,000.00 /Yr.