Digital Customer Care Advocate - Hybrid Flex, Various Shifts with weekends

Macy's is a storied retail company that has been part of America's fabric for over 160 years. They are seeking a Digital Customer Care Advocate to provide personalized customer service through various channels, resolving inquiries and enhancing customer loyalty. The role involves managing customer interactions with empathy and attention to detail to ensure a memorable experience.ResponsibilitiesDeliver hospitality and personalized service to Macy’s most loyal Platinum customers across phone, chat, and email, building meaningful relationships that drive long-term loyaltyResolve complex inquiries—including orders, loyalty benefits, credits, accommodations, and urgent escalations—with confidence, empathy, and attention to detailGuide customers through product discovery, make tailored recommendations, and suggest additional products to maximize satisfaction and salesShare product knowledge, current fashion trends, and Macy’s promotions to provide credible, luxury-caliber advice in an engaging, approachable mannerLeverage analytical insights, creative problem-solving, and technical tools to meet or exceed sales goals and service KPIsFollow through on commitments and maintain clear communication, restoring confidence when challenges ariseConsistently embody Macy’s values by fostering genuine connections, respect, and inclusivity with customers and colleaguesMaintain dependable attendance, punctuality, and flexibility to support all service channels as business needs evolveSkillsFlexible and dependable, with availability including days, evenings, weekends, and holidaysConfident communicator with strong written and verbal skills, able to interact effectively with customers, colleagues, and supervisorsCustomer-obsessed problem solver who thrives in a fast-paced, multi-channel environment and can manage multiple inquiries while delivering superior resultsPassionate about fashion, trends, and services, with the ability to build authentic connections and make every customer feel valuedInclusive, respectful, and collaborative, living Macy's values of diversity, belonging, and genuine care in every interactionAnalytical thinker with strong decision-making, research, and detail-oriented skills to ensure accurate resolutions and achieve business goalsExperienced 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 toolsKnowledgeable about consumer protection guidelines, loyalty programs, and policies that enable exceptional customer resolutionsDeliver hospitality and personalized service to Macy's most loyal Platinum customers across phone, chat, and email, building meaningful relationships that drive long-term loyaltyResolve complex inquiries—including orders, loyalty benefits, credits, accommodations, and urgent escalations—with confidence, empathy, and attention to detailGuide customers through product discovery, make tailored recommendations, and suggest additional products to maximize satisfaction and salesShare product knowledge, current fashion trends, and Macy's promotions to provide credible, luxury-caliber advice in an engaging, approachable mannerLeverage analytical insights, creative problem-solving, and technical tools to meet or exceed sales goals and service KPIsFollow through on commitments and maintain clear communication, restoring confidence when challenges ariseConsistently embody Macy's values by fostering genuine connections, respect, and inclusivity with customers and colleaguesMaintain dependable attendance, punctuality, and flexibility to support all service channels as business needs evolveTalking, 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, crouchingReaching, including above eye levelClose vision, color vision, depth perception, and focus adjustmentNavigating multiple computer applications from a dual monitor setupWalking, standing, communicating, crouching; ability to sustain long periods enclosed in surveillance areasMinimum 6 months preferred; prior contact center, retail, or shared services experience requiredCompany OverviewMacy'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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