Macy's is a storied company that has been part of America's fabric for over 160 years. As a Digital Customer Care Advocate, you will engage with our most valued customers through various communication channels, providing personalized service and resolving inquiries to enhance their loyalty and satisfaction.
Responsibilities
- Deliver hospitality and personalized service to Macy’s most loyal Platinum customers across phone, chat, and email, building meaningful relationships that drive long-term loyalty
- Resolve complex inquiries—including orders, loyalty benefits, credits, accommodations, and urgent escalations—with confidence, empathy, and attention to detail
- Guide customers through product discovery, make tailored recommendations, and suggest additional products to maximize satisfaction and sales
- Share product knowledge, current fashion trends, and Macy’s promotions to provide credible, luxury-caliber advice in an engaging, approachable manner
- Leverage analytical insights, creative problem-solving, and technical tools to meet or exceed sales goals and service KPIs
- Follow through on commitments and maintain clear communication, restoring confidence when challenges arise
- Consistently embody Macy’s values by fostering genuine connections, respect, and inclusivity with customers and colleagues
- Maintain dependable attendance, punctuality, and flexibility to support all service channels as business needs evolve
Skills
- Flexible and dependable, with availability including days, evenings, weekends, and holidays
- Confident communicator with strong written and verbal skills, able to interact effectively with customers, colleagues, and supervisors
- Customer-obsessed problem solver who thrives in a fast-paced, multi-channel environment and can manage multiple inquiries while delivering superior results
- Passionate about fashion, trends, and services, with the ability to build authentic connections and make every customer feel valued
- Inclusive, respectful, and collaborative, living Macy's values of diversity, belonging, and genuine care in every interaction
- Analytical thinker with strong decision-making, research, and detail-oriented skills to ensure accurate resolutions and achieve business goals
- Experienced in high-touch customer service and sales (minimum 6 months preferred; prior contact center, retail, or shared services experience required)
- Technically proficient and comfortable navigating multiple applications, dual monitors, and Microsoft Office Suite tools
- Knowledgeable about consumer protection guidelines, loyalty programs, and policies that enable exceptional customer resolutions
- Experienced in high-touch customer service and sales (minimum 6 months preferred; prior contact center, retail, or shared services experience required)
Company Overview
Macy's is America’s store for life. The largest retail brand of Macy's, Inc. It was founded in 1858, and is headquartered in New York, New York, USA, with a workforce of 10001+ employees. Its website is http://www.macysjobs.com.
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