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 the Colleague Digital Specialist, you will be involved in handling a variety of reports and complex queues managing furniture and bedding sales check maintenance, financial corrections, customer follow-up. You will also spend time on internal and external customer-facing calls, all while adhering to strict processing deadlines. Your role includes investigating and resolving issues with customer sales checks that could not be resolved by the Frontline team.

What You Will Do

• Analyze furniture and bedding sales check conditions to ensure actions are appropriate and care for the entire order to prevent customer call backs
• Follow documented procedures to work specified furniture and bedding sales check queues and functions
• Note sales checks as to action taken and track all work
• Engage with customers on inbound/outbound calls by applying appropriate customer service techniques and demonstrating sustained achievement of performance metrics and goals
• Master relevant business product and policy knowledge
• Perform order maintenance actions on the sales check
• Regular, dependable attendance and punctuality
• Assist in special projects that enhance the overall performance of the department
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities

Skills You Will Need

Customer Service Excellence: Demonstrated ability to address escalated customer inquiries promptly and effectively, ensuring resolution and satisfaction

Communication: Excellent verbal and written communication skills for interacting with customers, drafting detailed correspondence, and presenting findings

Problem-Solving: Strong problem-solving abilities to collect data, analyze situations, and propose effective solutions

Analytical Skills: Proficiency in collecting and analyzing data to track trends, identify opportunities, and make data-driven decisions

Collaboration: Ability to collaborate with internal teams, including Escalation Leads, to minimize and manage escalations effectively

Attention to Detail: High level of attention to detail for composing accurate reports, interpreting instructions, and managing multiple priorities

Self-Motivation: Self-motivated and driven individual with a strong work ethic and the ability to work independently or collaboratively

Deadline Management: Ability to manage multiple priorities and meet deadlines consistently in a dynamic work environment

Who You Are

• Candidates with a High School diploma or equivalent are encouraged to apply
• Minimum of 2-3 years of experience in elevated customer care, hospitality, or related fields.
• Big Ticket Contact Center experience preferred.
• Able to work a flexible schedule based on department and company needs.

Essential Physical Requirements You Will Perform

• This position requires talking, sitting and reaching with arms and hands.
  • Involves sitting and talking for at least two consecutive hours, lifting at least 10lbs., stooping, kneeling, and crouching
  • Reaching, including above eye level
  • Involves close vision, color vision, depth perception, and focus adjustment
• Frequent use of computers and other technology, necessary to perform job functions, including handheld equipment
• Able to navigate multiple computer applications from a dual monitor setup

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 an inclusive work environment.

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