Job Description

Be part of an amazing story.

Macy’s is more than just a store. We’re a story. One that’s captured the hearts and minds of America for more than 160 years. A story about innovations and traditions…about inspiring stores and irresistible products…about the excitement of the Macy’s 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We’ve been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.

Bloomingdale’s makes fashion personal and fun, aspirational yet approachable Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. We will always strive to make Bloomingdale’s like no other store in the world. Everyone plays a critical role in bringing our mission to life. Regardless of position, we believe all colleagues have a voice and access to share their thoughts with every level of leadership. Our colleagues are passionate, driven, entrepreneurial and collaborative. We welcome and embrace diversity of background, thought and opinion while having a lot of fun along the way.

Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. Customer Care Specialists are responsible for delivering an intimate and distinctive customer experience by responding to Bloomingdale’s customer inquiries via phone/chat/email.

As a Digital Customer Care Specialist at Bloomingdale’s, you will take complete responsibility for resolving customer inquiries related to sales, loyalty programs, and services, turning challenges into positive outcomes. You will assist customers in finding desired products, use your expertise to offer additional recommendations, and contribute to an environment of ongoing education and innovation to achieve effective solutions. We are motivated by our commitment to excel with our customers by being accessible, knowledgeable, and constantly engaging.

How our Colleagues spend their day…

Our colleagues create genuine connections by starting every interaction with warmth and sincerity. They know that hospitality is a feeling—shown through a smile, a kind word, and intentional conversations that build trust and lasting relationships.

When mistakes happen, they apologize authentically listening with empathy, valuing the customer’s experience, and committing to making things right. They take the time to truly understand customer needs before acting.

They take ownership in every situation, being proactive in finding solutions, offering helpful resources, and communicating clearly and confidently. Their full attention is always on the customer

To reassure customers, they follow through with clarity and consistency, delivering on promises and making things right when expectations aren’t met. They know that excellence is shown by focusing on what matters most to the customer.

And they are always reasonable— approaching challenges with empathy, fairness, and sound judgment By anticipating customer needs and feeling empowered to provide solutions, they create experiences that feel thoughtful, personal, and right.

Full-time colleagues are typically scheduled to work 30 or more hours per week, while part-time colleagues are typically scheduled 12-24 hours per week. All schedules contain weekend shifts as part of the requirements. Hours are dependent on business needs and colleague availability. Information regarding hours per week needed for benefit eligibility purposes can be found here

What You Will Do

• Greet and connect with customers in a warm, genuine way—showing appreciation and care for their experience.
• Ask thoughtful questions to understand customer needs and recommend products that inspire purchases with newness and relevance.
• Provide options and solutions that make completing the sale simple and enjoyable.
• Wrap up each interaction by celebrating the customer’s purchase, sharing in their excitement, and leaving them with a lasting positive impression.
• Master Macy’s products, services, loyalty programs, and selling systems to confidently guide customers and suggest additional items that enhance their shopping experience.
• Handle incoming calls, chats, and emails promptly and professionally—listening with empathy, addressing concerns, and delivering timely resolutions.
• Create a personal and enjoyable shopping experience that feels aspirational yet accessible, using strong selling skills and suggestive techniques.
• Bring Macy’s customer experience to life in every interaction by adapting to changing needs, taking initiative to learn, and applying sound decision-making and analytical skills.
• Navigate multiple computer systems with ease in a dual-monitor environment while adhering to consumer protection rules, policies, and guidelines.
• Maintain consistent, dependable attendance and punctuality.
• Flexibly support customers across phone, chat, and email channels as business needs evolve.

Skills You Will Need

Communication: Strong written and verbal skills to ensure clear, consistent communication with customers, teammates, and cross-functional partners.

Product Knowledge: Solid understanding of product features and benefits to provide expert guidance tailored to customer needs and preferences.

Interpersonal Skills: Ability to build positive relationships and collaborate effectively with colleagues at all levels and across departments.

Research: Skilled in conducting thorough research and follow-up to deliver accurate resolutions and a seamless customer experience.

Creative & Strategic Problem-Solving: Approach challenges with creativity, strategic insight, and technical thinking—leveraging empowerment to make customer-focused accommodations (e.g., price adjustments, exceptions, or gift card solutions).

Detail Orientation: Strong attention to detail in managing daily tasks, reviewing reports, and ensuring business objectives are achieved.

Collaboration: Work closely with stores, suppliers, distribution centers, buyers, and senior leaders to resolve complex issues and reinforce customer relationships as a top priority.

Who You Are

• Passion to resolve customer problems in a constructive and forward-looking way and of managing multiple tasks at once in a fast-paced environment.
• Able to work a flexible schedule including evenings & weekends.
• Enthusiasm for the fashion and the skills to provide outstanding customer care.
• Strong organizational skills to manage multiple tasks with moving parts.
• Flexible and able to use sound judgment in ambiguous situations, and be able to manage multiple projects at once while maintaining superior results.
• Minimum of one year customer service or sales experience preferred.
• Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

Some additional benefits we offer include:

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice

Access the full menu of benefits offerings here.

About Us

This is a great time to join Macy’s! Whether you’re helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people’s lives.

Join us and help write the next chapter in our story - Apply Today!

This job description is not all-inclusive and may not apply to colleagues covered by a collective bargaining agreement. Macy's Inc. reserves the right to amend this job description at any time. Macy's Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

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