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.

Responsibilities

• 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

Skills

• 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
• 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
• Talking, 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, crouching
• Reaching, including above eye level
• Close vision, color vision, depth perception, and focus adjustment
• Navigating multiple computer applications from a dual monitor setup
• Walking, standing, communicating, crouching; ability to sustain long periods enclosed in surveillance areas
• Minimum 6 months preferred; prior contact center, retail, or shared services experience required

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