Platinum Digital Experience Advocate, Hybrid Flex Early Shift with weekends

Be part of an amazing story.

Macy's is more than just a store. We're a story. One that's captured the hearts and minds of America for more than 160 years. A story about innovations and traditions...about inspiring stores and irresistible products...about the excitement of the Macy's 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We've been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.

Job Overview

Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. As a Macy's Platinum Digital Experience Advocate are responsible for delivering an intimate and distinctive customer experience by responding to Macy's Platinum customer inquiries via phone/chat/email.

As a Macy's Platinum Digital Experience Advocate, you will take complete responsibility for resolving customer inquiries related to sales, loyalty programs, and services, turning challenges into positive outcomes. You will assist customers in finding desired products, use your expertise to offer additional recommendations, and contribute to an environment of ongoing education and innovation to achieve effective solutions. We are motivated by our commitment to excel with our customers by being accessible, knowledgeable, and constantly engaging.

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

Some additional benefits we offer include:

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice

Access the full menu of benefits offerings here.

What You Will Do

• Handle incoming calls, chats, or emails quickly and with a friendly attitude. Always show understanding for the customer's issues. Act promptly to provide a helpful resolution.
• Create a personal and enjoyable experience that is aspirational yet accessible by using suggestive selling techniques with your customers. Utilize selling skills to help customers with their purchases.
• Capability to incorporate Macy's customer experience in every interaction. Adaptable and responsive to changing customer needs; a self-starter with initiative to learn new skills; strong decision-making and analytical abilities; proficient in navigating various computer applications with a dual monitor setup; knowledge of consumer protection rules, policies, and guidelines.
• Become a product knowledge expert, understanding features and benefits of product. Be an expert on product and style and have a confident fashion and luxury retail voice.
• Utilize a combination of analytical insights and intuitive thinking to drive innovation forward; complete special projects assigned by senior management and meet performance objectives.
• Regular, dependable attendance and punctuality.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities
• Responsibilities may fluctuate due to business need and colleagues may be responsible to support voice/chat and/or email.

Skills You Will Need

Communication: Strong communication skills, both written and verbal, to facilitate open and continuous communication within the customer, team and across functional lines.

Interpersonal Skills: Excellent interpersonal skills, with the ability to work effectively with colleagues at all levels and across departments.

Research: The ability to conduct extensive research to provide proper resolution including following up with customers as needed.

Creative and Strategic Problem-Solving: Capability to approach business challenges and opportunities with creative, strategic, and technical thinking. Exhibit entrepreneurial spirit by utilizing enhanced empowerment to handle suitable customer accommodations such as price changes, excluded items, and gift cards.

Detail Orientation: Careful attention to detail in handling daily tasks, examining reports and making sure business goals are met.

Mathematical Skills: Ability to complete financial transactions accurately and proficiently. Able to solve practical problems within a variety of sales scenarios.

Collaboration: Partner with stores, suppliers, distribution centers, buyers, and senior executives on intricate and urgent client matters to demonstrate that customer relationships are our top priority.

Who You Are

• Passion to resolve customer problems in a constructive and forward-looking way and of managing multiple tasks at once in a fast-paced environment.
• Able to work a flexible schedule including evenings & weekends.
• Enthusiasm for the fashion and the skills to provide outstanding customer care.
• Strong organizational skills to manage multiple tasks with moving parts.
• Flexible and able to use sound judgment in ambiguous situations, and be able to manage multiple projects at once while maintaining superior results.
• Minimum of one year customer service experience preferred.

Essential Physical Requirements:

• Prolonged periods (at least two consecutive hours) of sitting.
• Regularly required to sit, talk, hear, reach with hands and arms, requires close vision.
• Frequent use of computers and handheld electronic equipment.

About Us

This is a great time to join Macy's! Whether you're helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people's lives.

Join us and help write the next chapter in our story - apply today!

This job description is not all-inclusive. Macy's, Inc. reserves the right to amend this job description at any time. Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

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