About:
Macy’s is proudly America’s Department Store. There’s a reason we’ve been around for 160 years. Customers come to us for fashion, value and celebration. Our colleagues are empowered to grow their careers while finding meaningful ways to make a difference.
Macy’s Credit and Customer Service (MCCS) supports the digital and in-store shopping experience and manages relationships with our credit cardholders. Our call center teams support and drive hundreds of millions of dollars in sales annually. We solve problems so our customers can get back to shopping! MCCS is a people-focused culture where we support one another to be our best for our customers. Join a people-focused culture and a FUN, collaborative team! We serve customers across a wide span of hours of operation, allowing for a variety of work shifts and availability of hours. Do you love helping people get answers and solve problems? If so, there’s an opportunity for you to shine at Macy’s Credit and Customer Service.
In addition to Medical, Vision, Dental, 401K, Commuter Benefits, PTO, and Paid Holidays. Benefits include weekly base pay plus the opportunity to earn a quarterly company incentive. Additional opportunity to earn $1 per hour premium pay for all hours worked on the weekends and after 6 pm on weekdays. Fully Funded Education Program, Access to wages anytime, 20% discount on most Macy’s merchandise.
Training Start date: June 13th, 2022
Onsite Call Center position located at Macy’s – Northlake Mall.
4800 Briarcliff Rd NE, Atlanta, GA 30345
Job Overview:
Responsible for providing excellent customer service on inbound calls; assisting customers with service recovery functions and online purchases; responding to customer inquiries and order issues through telephone or proactive chat; providing customers with solution-driven results, product suggestions and when possible, converting conversations to sales. Agents will use a robust set of technology daily as part of their role; agents work off of dual computer monitors and will be trained on multiple systems to provide purchase assistance, order updates and return assistance, and account troubleshooting all while engaging with customers on the phone.
Essential Functions of the Role:
Service Recovery Support: Problem-solving and answering questions about orders that a customer has previously placed through research (majority of calls received).
o Where is my order/tracking assistance
o My order was delivered damaged/missing items
o Price matching or reward discrepancy issues
o Product returns and exchanges
o Product and promotional questions
Selling-Focused Support: Increasing sales through product knowledge and offering to place orders on the customer’s behalf:
o Use trained selling techniques to learn more about customers and their needs
o Offer merchandise tailored to the customer’s preferences and make the customer aware of their options
o Offer to place the order on the customer’s behalf (ship directly to customer or BOPS/BOSS)
Your Path to Success in Digital Customer Service:
o Demonstrate dependable and reliable attendance
o Understand and convey the positivity of Macy’s values to our customers
o Engage in customer conversations on every call to seek and understand customer business needs and/or probe for additional information about their future needs
o Measure performance with key metrics such as calls per hour, first call resolution, and customer surveys
o Exhibit a blend of critical thinking and creative problem-solving skills to establish solutions
o Demonstrate flexibility within a fast-paced environment, be patient while assisting customers that are calling in with issues, and always show a willingness to assist through service or selling needs.
Qualifications:
Education/Experience:
Communication Skills:
Mathematical Skills:
Reasoning Ability:
Physical Demands:
Other Skills:
Work Hours:
This job description is not all-inclusive, and Macy’s Inc. reserves the right to amend this job description at any time. Macy’s Inc. is an Equal Opportunity Employer and is committed to a diverse and inclusive work environment. Candidates for positions in San Francisco ONLY can review their rights and the Company’s obligations under SFPC Art. 49 here. Candidates for positions in Los Angeles ONLY can review their rights and the Company’s obligations under LA MC Ch. XVIII Art. 9 here. Candidates for positions in Philadelphia ONLY can review their rights and the Company’s obligations under PC Ch. 9-3500 here.
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