About the position

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 manage each customer interaction from start to finish, resolving complex inquiries related to orders, loyalty benefits, and Macy’s services. You will also maximize each interaction by providing expert product advice, making thoughtful recommendations, and helping deliver a memorable experience that strengthens lifelong connections with Macy’s top customers. This is a hybrid role with regular in-office requirements. This role builds lasting loyalty with Macy’s most valued customers by combining personalized service, expert problem-solving, and thoughtful product guidance. Every interaction is an opportunity to strengthen trust, resolve complex needs, and create a memorable experience that reflects Macy’s commitment to Genuine Hospitality.

Responsibilities

• 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.
• 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.
• Deliver hospitality and personalized service to Macy’s most loyal 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.
• Take ownership of customer concerns, follow through on commitments, and drive issues to resolution with clear communication and accountability.
• Assess customer needs carefully, identify the root of the concern, and determine the most effective and appropriate resolution.
• Manage escalated situations with urgency, empathy, and professionalism while helping restore confidence in the brand.
• Maintain dependable attendance, punctuality, and flexibility to support all service channels as business needs evolve.

Requirements

• Strong written and verbal communication skills with the ability to interact effectively with customers, colleagues, and supervisors.
• Ability to manage multiple inquiries in a fast-paced, multi-channel environment while delivering accurate, high-quality resolutions.
• High-touch customer service and sales experience with a customer-focused, problem-solving mindset.
• Technical proficiency with multiple applications, dual monitors, and Microsoft Office Suite tools.
• Strong decision-making, research, analytical, and detail-oriented skills.
• Availability to work a flexible schedule including days, evenings, weekends, and holidays.

Nice-to-haves

• Passion for fashion, trends, and Macy’s services, with the ability to build authentic customer connections.
• Experience delivering strong customer service while identifying and driving sales opportunities.
• Knowledge of consumer protection guidelines, loyalty programs, and policies that support exceptional resolutions.
• At least 6 months of customer service and sales experience preferred.

Benefits

• Comprehensive health and wellness coverage
• 401(k) match
• Paid time off
• Eight paid holidays
• Continuous learning and leadership development
• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice