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 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.

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.
• 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.
• 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.

Requirements

• 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.

Benefits

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice