About:

Macy’s is proudly America’s Department Store. There’s a reason we’ve been around for 160 years. Customers come to us for fashion, value and celebration. Our colleagues are empowered to grow their careers while finding meaningful ways to make a difference.

Macy’s Credit and Customer Service (MCCS) supports the digital and in-store shopping experience and manages relationships with our credit cardholders. Our call center teams support and drive hundreds of millions of dollars in sales annually. We solve problems so our customers can get back to shopping! MCCS is a people-focused culture where we support one another to be our best for our customers. Join a people-focused culture and a FUN, collaborative team! We serve customers across a wide span of hours of operation, allowing for a variety of work shifts and availability of hours. Do you love helping people get answers and solve problems? If so, there’s an opportunity for you to shine at Macy’s Credit and Customer Service.

Job Overview:

 Responsible for engaging with a loyal customer base with a high spend level and creating outstanding customer experiences to ensure the business operates productively and achieves sales, service, and profit goals; communicating with customers via telephone, email, and live chat about selling and service-related inquiries; placing orders; suggestive selling; problem solving complex customer issues; collaborating with stores, carriers, distribution centers, and executives to deliver an Omnichannel experience; performing other duties as assigned.

Essential Functions:

• Provide outstanding selling and service to Macy’s Platinum customers through an Omnichannel experience that includes telephone, e-mail, and live chat.
• Exercise judgment to resolve complex customer issues independently.
• Provide an exceptional customer experience by ensuring the customer is always the priority.
• Build and cultivate relationships with customers through personal interaction.
• Develop expert product and brand knowledge, understand features and benefits, and share with customers.
• Utilize independent decision-making skills to assist customers.
• Develop repeat business through knowledge of products and services to build sales and loyalty.
• Utilize all tools and decision making to fully resolve complex issues.
• Assist with bloomingdales.com overflow calls as needed.
• Regular, dependable attendance and punctuality.

Qualifications and Competencies:

• High School Diploma or equivalent required
• Less than 1 year

• Strong interpersonal skills with proven ability to communicate with diverse groups of users by phone
• Excellent customer service skills and the ability to handle confidential information with the utmost discretion
• Ability to work a flexible schedule with retail hours, including day, evening, weekends, and/or holidays

Physical Requirements:

• Requires prolonged periods of sitting and constant communication with customers
• Requires working with multiple computer screens and programs simultaneously for extended periods of time.   
• Occasionally required to move/reach, stoop, kneel and crouch
• Frequently lift/move up to 10lbs