Sr. Specialist Technology (Customer Care)

J. C. Penney Company

Dallas, TX

JOB DETAILS
SKILLS
Artificial Intelligence (AI) Agents, Automatic Call Distributor (ACD), Call Centers, Consumer Branding, Continuous Improvement, Cross-Functional, Customer Relationship Management (CRM), Customer Support/Service, Customer/Client Research, Hardware Virtualization, Identify Issues, Performance Analysis, Problem Solving Skills, Process Improvement, Product Support, Retail, Strategic Planning, Technical Support, Telephony, Trend Analysis, Voice Response Systems, Workforce Management
LOCATION
Dallas, TX
POSTED
Today
Coordinates cross-functional efforts to drive continual improvement of contact center technology solutions across multiple retail brands. Bridges Customer Care and IT teams by identifying and communicating business requirements, user feedback, and priorities for systems enhancements. Translates internal stakeholder actionable technical plans for development teams. Supports product ownership of contact center solutions including IVR platforms, AI virtual agents, telephony and chat ACD systems, CRM, and workforce management tools across multiple brands. Monitors and analyzes performance indicators and use of systems, identifying trends and resolving standard issues and escalating them to a senior manager as appropriate. Aggregates customer issues and collates commonly raised issues to create/develop response strategy. Provides support in diagnosing and resolving technical issues with customer care technologies, provides fault isolation and resolution to limit and address issues promptly....Customer Care, Technology, Specialist, Customer Service, Technical, Systems

About the Company

J

J. C. Penney Company

We share a passion for serving customers, supporting our communities and making JCPenney the best retailer for all families. As a Company founded on the Golden Rule, our success is rooted in the belief that we treat everyone the way we would want to be treated. Working at JCPenney means joining a dedicated team of associates who are encouraged to be uniquely themselves in a collaborative and inclusive environment. After all, JCPenney is more than a destination for style and value, it’s a place where careers prosper, accomplishments are celebrated and diversity flourishes. It’s a place that’s meant for you.

JCPenney emerged more than 100 years ago as a small mercantile store serving families on the American frontier in the Old West. Today, we’re still pioneering new frontiers by challenging the old rules of retail and creating a shopping experience that merges the intimacy of a traditional store with the digital conveniences of personal technology.

Today, JCPenney is one of the nation’s largest apparel and home retailers with over 860 stores across the United States and Puerto Rico, and a powerful e-commerce site, jcp.com. The retail landscape is more competitive than ever, creating new opportunities to differentiate and streamline our business. With 98,000 hard-working associates around the globe, we have the talent and determination to succeed and be the best retailer for American families.

COMPANY SIZE
10,000 employees or more
INDUSTRY
Retail
FOUNDED
1902
WEBSITE
https://www.jcpenney.com/