Digital Customer Care Advocate-Hybrid shift - Late Shift with Weekends
Macy's is a storied company that has been part of America's fabric for over 160 years. They are seeking a Digital Customer Care Advocate to provide exceptional service to their loyalty customers through various communication channels, ensuring a personalized and memorable experience.
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
- 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
- Talking, sitting, reaching with arms/hands; frequent use of computers and technology (including handheld equipment)
- Sitting and talking for at least two consecutive hours; lifting at least 10 lbs.; stooping, kneeling, crouching
- Reaching, including above eye level
- Close vision, color vision, depth perception, and focus adjustment
- Navigating multiple computer applications from a dual monitor setup
- Walking, standing, communicating, crouching; ability to sustain long periods enclosed in surveillance areas
- Minimum 6 months preferred; prior contact center, retail, or shared services experience required
Company Overview