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Contact Center Rep

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Location: Salt Lake City, UT, United States -
Job ID: 1085599
Corporate Positions
Finance & Accounting
Job Type: Full-Time
Date Updated: Nov 20, 2019

Inbound Customer Service Rep II

JCPenney, one of the nation's largest apparel and home furnishings retailers, combines an expansive footprint of more than 850 stores across the United States and Puerto Rico with a powerful e-commerce site, jcpenney.com, to connect shoppers how, when and where they prefer to shop. At every customer touchpoint, she will get her Penney’s worth of a broad assortment of products from an extensive portfolio of private, exclusive and national brands. Powering this shopping experience is the customer service and warrior spirit of over 100,000 associates across the globe, all driving toward the Company’s three strategic priorities of strengthening private brands, becoming a world-class Omnichannel retailer and increasing revenue per customer. We're looking for motivated, talented individuals who can emerge as Warriors in our organization.

Primary Responsibilities:

  • Provides front-line support for procedural questions from store associates, customers, unit managers and office associates specific to systems supported.
  • Enters customer information into appropriate systems.
  • Handles incoming calls, emails and web correspondence in a timely and proficient manner in a confidential nature.
  • Researches and resolves issues to internal and external inquiries and customer questions using various computer systems based on established rules and procedures.
  • Follows up on inquiries not immediately resolved.
  • Takes roll-over calls for other teams as needed based on call volume.
  • Provides coverage over weekend and holidays as required.
  • May assist in on-the-job training of new associates. And provides assistance to co-workers as needed in answering questions and providing subject matter expert support.
  • Recognizes and alerts supervisors of trends in customer calls.
  • Performs other related tasks as assigned.

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 office supports the JCPenney stores 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 also include free covered parking or a UTA pass, as well as full cafeteria services.

If you are interested in learning more about how you can be a Warrior of Fit, please contact [email protected]. For more opportunities to join our team please visit www.jobs.jcp.com.

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

Job Title: Contact Center Rep
Location: Salt Lake City, UT, United States -
Job ID: 1085599

J.C. Penney Company Inc.
Plano, Texas

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