Contact Center Rep II – Store Ops

Join our Team! JCPenney is one of the nation’s largest apparel and home furnishing retailers with more than 1,000 stores and jcp.com. We are a diverse community of people, all working together to bring sensational style, sensible prices and the best service possible to our customers. We’re looking for talented individuals who want to work in an energetic, respectful, collaborative environment. With a wide array of jobs, internships, training and more, there are countless opportunities for you to grow your career with us.

The Contact Center Rep II handles customer inquiries research, analyzes and resolves customer problems, and maintains records of problems and inquiries handled. Customer inquiries are received by telephone, web, and email and consist of multiple call types.

Primary Responsibilities:
Achieves high level of customer service and all quality goals by providing timely, accurate, and engaging service while focusing on the customer.

Delivers service in an efficient and effective manner in accordance with established procedures and goals.

Handles inbound and outbound phone calls to/from JCPenney associates across the Company (i.e., Stores, Supply Chain, Home Office, etc.).

Researches and analyzes customer issues and escalates to next level when appropriate.

Recognizes and alerts supervisors of trends in customer calls.

Interfaces with Home Office and JCPSSC Level 3 contacts to resolve escalated issues.

Core Competencies & Accomplishments:
Utilizes problem-solving skills and appropriately applies solutions.

Familiar with MS Office Applications.

Ability to handle difficult calls with professionalism and courtesy and is a positive example to others.

Requires skills in communication, adaptability, managing work, and customer focus.

Requires general knowledge of the organization, its services and policies and procedures.

Ability to provide coverage over weekend and holidays as required.

Takes initiative for process improvement.

High School Diploma or equivalent required w/ 1-2 years’ customer service experience preferable.

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. Amenities include free covered parking, full cafeteria services, and a Utah Transit Authority pass.

If you are interested in learning more about how you can join our dynamic team, please contact us at:

slcrecruiting-sm@jcp.com .

For more opportunities to join our team please visit our careers page at www.jobs.jcp.com .

Follow us and see what’s new: Instagram Facebook Twitter LinkedIn Media Room jcp.com

We are committed to diversity; JCPenney is an Equal Opportunity Employer