Platinum Digital Experience Advocate- Hybrid Flex 12:15 pm - 8:30 pm with weekend

Bring Your Amazing Self to Work

At Macy's, Inc. we're on a mission to create a brighter future with bold representation for all. This is our Mission Every One. We know that each person here is unique. So we respect and invest in each individual to create growth, pride, and satisfaction. If we are able to bring our whole selves to work, it translates into a more abundant and wider array of ideas and energy for all to benefit from. Our success will be built on amazing colleagues, working together.

Class Start date: Dec 9, 2024

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

• An inclusive, challenging, and refreshingly fun work environment
• Competitive pay and benefits rooted in principles of equity
• Performance incentives and annual merit review
• Merchandise discounts
• Health and Wellness Benefits across medical, dental, vision, and additional insurance
• Retirement Savings Plan with 401k match opportunity
• Employee Assistance Program (mental health counseling and legal/financial advice)
• Resources for continuous learning, career growth, and leadership development
• Paid Time Off
• Fully-Funded education benefits - may include 100% of tuition, books, and fees
• Colleague Resource Groups (CRGs) and give-back/volunteer opportunities

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.
• 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 Macy's

Now is an exciting time for a Macy's career as we continue to focus on creating exciting and memorable experiences for every Macy's customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career and make a difference to your Macy's colleagues and customers.

Bring your creativity, energy, and ideas to the Macy's team - 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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