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Care Advocate Associate - Cust Care Contct Ctr

Location: Columbus, OH, United States - Cust Care Contct Ctr 5555 Scarborough Blvd
Job ID: 1087808
Customer Care Hourly Positions
Job Type: Full-Time
Date Updated: Mar 15, 2020

General Description


Associates in the Care Advocate Team are highly skilled professionals who handle the most complex customer issues at JCPenney and provide world-class service in a multi-skill environment that includes verbal and written communication methods.  





CCR3 Supervisor





  • Handles escalated calls, emails, cases, often sensitive in nature, involving complex customer issues
  • Communicates with customers, store management, and the home office team, to ensure timely resolution to customer concerns/inquiries
  • Partners with supply chain and suppliers to ensure order accuracy for customers
  • Understands and professionally communicates procedures and policy to customers as the situation dictates
  • Interprets and analyzes information in a variety of methods, from calculating and balancing data to reconciling complex, high-level cases
  • Works many reports and partners with our network operations center (WFM) to ensure systematic errors are reported in a timely manner
  • • Handles escalated customer calls as well as provides in-call assistance needed from associates in the center
  • • Provides excellent customer service in a multi-skill environment that includes verbal, and written communication
  • • Performs other related tasks as assigned

Skills & Experience:

  • Advanced verbal and/or written communication skills with ability to provide exceptional customer service and de-escalate the customer as needed
  • Advanced computer skills, including utilizing multiple software systems and Microsoft/Excel
  • Critical thinking, self-starting and multi-tasking abilities necessary
  • Ability to understand and follow instructions
  • Must be organized with strong attention to detail.
  • Must have good math skills including calculation of fractions, decimals, and percentages
  • Requires the ability to work independently, make decisions and edit work of others
  • Ability to multi-task without losing speed or accuracy
  • Ability to resolve identified discrepancies
  • Reading comprehension

Preferred Qualifications:

  • 6 months-1 year as a Care Support Associate








  • 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 Advocate Associate - Cust Care Contct Ctr
Location: Columbus, OH, United States - Cust Care Contct Ctr 5555 Scarborough Blvd
Job ID: 1087808

J.C. Penney Company Inc.
Plano, Texas

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