Customer Experience Supervisor - Rio West Mall

Customer Experience Supervisor I - Rio West Mall

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As the Customer Experience Supervisor I, you are accountable for driving profitable sales growth by leading and engaging associates, coaching them 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 the 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. Coordinates the interview Talent Tryout process. Schedules and coordinates new hire orientations and training and administers ongoing associate training. Partners with the Sales Floor Supervisor and General Manager on training. 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 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. Listens to ideas and suggestions and applies ideas when appropriate, champions new initiatives, encourages others to stretch beyond current capabilities, and uses growth mindset to see change as an opportunity to learn and grow.
• Thinks Critically: Demonstrates business and functional expertise, stays current with developments in the retail industry, gathers necessary information to fully understand the scope of the problem, applies critical thinking to develop options, identifies assumptions, considers impacts, uses fact-based analysis to guide decision-making, and recommends a course of action.
• Demonstrates Leadership: Creates an environment that fosters teamwork, recognizes others’ accomplishments, respects and values differences, leads by example, motivates others to perform at a higher level, gives constructive feedback, holds self and others accountable, coaches and teaches others, and aligns goals, processes, and culture to champion a One Team approach.
• Takes Accountability: Takes responsibility for excellent customer experiences and reliably delivers solutions that meet customer needs, builds relationships by showing consideration for others, listens first before drawing conclusions, and develops positive and inclusive relationships across the organization.
• Implements with Excellence: Develops and prioritizes short- and long-range plans, implements projects efficiently, seeks feedback, takes needed action, demonstrates effective delegation, and communicates plans and expectations to others.
• Drives Results: Demonstrates a sense of urgency, establishes aggressive goals, takes appropriate risks…