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Trainer / Subject Matter Expert - In Home Custom Window

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Location: Salt Lake City, UT, United States -
Job ID: 1081709
Corporate Positions
Finance & Accounting
Job Type: Full-Time
Date Updated: Jun 1, 2019

Trainer / SME - In Home Custom Window

JCPenney, one of the nation’s largest apparel and home retailers, combines an expansive footprint of nearly 870 stores across the United States and Puerto Rico with a powerful e-commerce site, jcp.com, to deliver style and value for all hard-working American families. At every touchpoint, customers will discover stylish merchandise at incredible value from an extensive portfolio of private, exclusive and national brands. Reinforcing this shopping experience is the customer service and warrior spirit of approximately 98,000 associates across the globe, all driving toward the Company's mission to help customers find what they love for less time, money and effort. We're looking for motivated, talented individuals who can emerge as Warriors in our organization.


Create and develop a sustainable training program for the IHCW Customer Coordinators and Customer Specialist associates; work in partnership with Team Leads and Managers to ensure associate knowledge is meeting standards and customer needs.

Key Responsibilities:


  • Screen resumes and lead phone screening efforts for CCC and CSR candidates
  • Schedule interviews with Contact Center Leadership with potential hires
  • Request “Welcome” name tags through Building Services
  • On/Offboard all associates within the IHCW Contact Center
  • Ensure all system access for associates are working accurately
  • Troubleshoot and/or open IT incidents for systems/equipment on behalf of agents


  • Become a Subject Matter Expert in all roles and responsibilities of a CCC and CSR
  • Build out and improve upon current training material/program; including, structure and organization of manuals, PowerPoints, activities, etc.
  • Train all new hire associates and lead continuous training efforts for all associates
  • Organize conference rooms, arrange side-by-sides in Calabrio, arrange headset splitters, etc.
  • Work with management on location (desk) of new hires, ensure the area is clean before starting
  • Identify “certification” testing of knowledge while associates are in training to gage progress
  • Develop a “side-by-side” training for those that certify as “buddies” for job shadowing
  • Partner with Trainers as needed to ensure information is consistent with field instruction
  • Arrange Quality/WFM training as needed with business partners
  • Provide one-on-one training and coaching as identified by leadership 

Skills Requirements Needed to Perform Effectively in the Role:

  • High School Diploma or equivalent
  • Three years of related call center and/or training experience
  • Proficient in Microsoft Programs
  • Excellent verbal and written communication skills
  • Ability to multi-task and lead multiple projects
  • Customer service oriented
  • Problem solving skills, thinks critically
  • Execute work efficiently and effectively; independently or in a group
  • Show the confidence and courage to do what is right; take action with energy and urgency

Our 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. 

Job Title: Trainer / Subject Matter Expert - In Home Custom Window
Location: Salt Lake City, UT, United States -
Job ID: 1081709

J.C. Penney Company Inc.
Plano, Texas

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