Description:
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 providing support to newly hired colleagues in Nesting through floor walking, side-by-sides, integrated coaching, best practice sharing, etc.; resolving customer issues; assisting colleagues with complex or escalated issues while handling customer interactions; performing other duties as assigned, including, but not limited to answering incoming calls from customers based on business needs.
Essential Functions:
• ​ Walk floor to answer questions and provide assistance to new hires.
• Conduct side-by-side observation sessions of new hires handling customer interactions.
• Provide integrated coaching.
• Participate in Nesting huddles and group coaching sessions to share best practices.
• Resolve customer issues.
• Maintain relevant product and policy knowledge.
• Maintain system knowledge of Macy’s tools and applications.
Qualifications and Competencies:
Education/Experience:
High school diploma or general education degree (GED) and three to six months of experience required.
One-year certificate from college or technical school and three to six months of related experience preferred.
Communication Skills:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Write routine reports and correspondence.
Speak effectively before groups of customers and employees of the organization.
Mathematical Skills:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
Apply concepts of basic algebra.
Reasoning Ability:
Ability to interpret a variety of instructions furnished in written, oral, and diagram form.
Solve practical problems involving a variety of concrete variables in situations where only limited standardization exists.
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 Demands:
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
Other Skills:
• Ability to provide outstanding customer service to external and internal customers on a consistent basis.
• Ability to resolve customer issues utilizing active listening skills.
• Ability to adapt quickly to changing customer expectations and needs.
• Strong initiative.
• Strong decision-making abilities.
• Strong analytical skills.
• Excellent written and verbal communication skills.
• Ability to collaborate with peers and management.
• Ability to multi-task, direct work assignments, and demonstrate strong organizational skills.
• Ability to navigate multiple computer applications and work from a dual monitor setup.
• Ability to complete financial transactions accurately and proficiently.
• Advanced knowledge of Microsoft Office Suite tools.
Work Hours:
Ability to work a flexible schedule based on department and company needs.
This job description is not all-inclusive, and Macy’s Inc. reserves the right to amend this job description at any time.  Macy’s Inc. is an Equal Opportunity Employer and is committed to a diverse and inclusive work environment.  Candidates for positions in San Francisco ONLY can review their rights and the Company’s obligations under SFPC Art. 49 here.  Candidates for positions in Los Angeles ONLY can review their rights and the Company’s obligations under LA MC Ch. XVIII Art. 9 here.  Candidates for positions in Philadelphia ONLY can review their rights and the Company’s obligations under PC Ch. 9-3500 here.
Same Posting Description for Internal and External Candidates
Requisition Type: Hourly
Job Schedule: Full time