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.

As a Macy’s Digital Customer Care Advocate, you are a trusted advisor for our most valued loyalty customers. Through phone, chat, and email, you will interact with customers delivering Genuine Hospitality through warm, distinctive, and highly personalized experiences.

You will be responsible for managing each customer interaction from start to finish, resolving complex inquiries related to orders, loyalty benefits, and Macy’s services. As a Digital Customer Care Advocate, you will maximize customer interactions to provide expert product advice and make recommendations to upsell and deliver a memorable customer experience that strengthen lifelong connections with Macy’s top customers.

How our Selling Colleagues spend their day…

• Creating genuine connections to build strong relationships with customers by delivering warm, personalized interactions that make them feel valued and welcomed. Foster trust through intentional, thoughtful engagement that strengthens long-term connections.
• Address mistakes with authenticity and empathy, acknowledging customer concerns and demonstrating a commitment to resolving issues. Take the time to understand each customer’s needs and ensure their experience is valued.
• Throughout the day they take ownership by proactively managing each customer interaction, providing clear communication and effective solutions. Ensure customer questions and concerns are resolved promptly, giving full attention to their needs throughout the process.
• Reassure the Customer by following through on commitments and keep customers informed at every step. Restore confidence when challenges arise and deliver solutions that demonstrate reliability, clarity, and care.
• Be Reasonable using sound judgment and empathy to make fair, balanced decisions. Anticipate customer needs, provide appropriate solutions, and empower yourself to create positive outcomes that enhance the overall experience.

Who You Are

• 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.

What You Will Do

• 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.

• This role involves performing essential job functions such as communication, collaboration, and use of office and computer systems. Responsibilities include the ability to access and review written and electronic information, and to move within the work environment and interact with workplace materials as needed to carry out job responsibilities.

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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