With Resumé » Without Resumé »
Back to search results

Care Support Associate (Remote)

Location: Columbus, OH, United States - Cust Care Contct Ctr 5555 Scarborough Blvd
Job ID: 1087803
Customer Care Hourly Positions
Job Type: Full-Time
Date Updated: Sep 27, 2022

General Description


Provides customer service to manage inquiries concerning merchandise, system support, or sales orders, and problems via telephone.   Handles escalated calls from customers as well as provides in-call assistance needed from associates in the center.  Takes sales orders and suggests additional products and/or services. This will be done in more than one language, with an emphasis on Spanish language





Customer Care Supervisor





  • Provide customer service via telephone and other media sources to respond to customer inquires ranging from merchandise, system support, placing orders, trouble-shooting, and deescalating customer issues. May assess needs and suggest alternative products or services to drive add on sales.
  • Communicate with customers regarding ability of merchandise, shipping information, method of payment, transportation charges, and other compenent costs of current or previous orders.
  • Research charges and adjustments on previous orders. 
  • Handle interactions with the customer in an efficient and empathetic manner to meet key performance goals such as: Call Quality, First Contact Resolution, Customer Satisfaction, Average Handle Time, and Hold Time. 
  • Coordinate with the .com Facilities, Customer Relations and Store associates on specific orders, as needed.
  • Submit adjustments for simple, shortage, promotional, damage, and incorrect pricing on previous orders.

Skills & Experience:

  • Ability to appreciate the customer's perspective. Exhibit consistent customer experience-oriented behaviors including active listening, empathy, conflict resolution, organized problem-solving skills and treating our customers the way you would expect to be treated. 
  • Excellent verbal communication skills
  • Strong writing skills
  • Understand and professionally communicate customer inquiry procedures and policy to our customers
  • For bi-lingual positions - ability to speak and understand spoken and written Spanish

Required Qualifications:

  • General computer skills including navigating multiple tabs, windows, and systems
  • Customer Service experience
  • Access to reliable internet connection
  • Quiet working area away from distractions

Preferred Qualifications:

  • 6 months to 1 year of Contact Center experience
  • Experience using Microsoft Office
  • Remote work experience 

Compensation and Benefits:

  • Pay Range: $16.50 to $20.63 per hour
  • If eligible, we offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, and 401(k) with company match. All associates are eligible for an associate discount on JCPenney merchandise.








  • Drives for Results – Acts decisively and quickly, sets aggressive goals and takes appropriate risks, creates a culture of continuous improvement and actively search for ways to do more with less.


  • Applies Critical Thinking – Uses fact-based analysis to guide decision-making, applies critical thinking to develop options and consider impacts, demonstrates business expertise.


  • Executes with Excellence – Develops and prioritizes plans that help achieve Company goals, executes plans that are well-organized and efficient, delegates work effectively and communicates expectations to others.


  • Takes Accountability – Takes responsibility for excellent customer experiences, holds self and others accountable for actions, shows confidence when challenged and will do the right thing even when it’s hard.


  • Embraces a Growth Mindset – Applies a growth mindset by seeing change as an opportunity to learn and grow, asks for and listens to feedback, proposes and takes action on new ideas.


  • Demonstrates Leadership – Fosters teamwork and motivates others to perform at a higher level, aligns goals and processes to create momentum, sets clear expectations and creates a culture of development through feedback and coaching.

Job Title: Care Support Associate (Remote)
Location: Columbus, OH, United States - Cust Care Contct Ctr 5555 Scarborough Blvd
Job ID: 1087803

J.C. Penney Company Inc.
Plano, Texas

Share this Job




Talent Network

  • Alerts with new job opportunities that match your interests.
  • Receive relevant communications and updates from JCPenney.
  • Ability to share job opportunities with family and friends through Social Media or email.