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In your role as a Macy’s Stores Credit Experience Advocate, you will offer outstanding customer service to both customers and store colleagues who have credit-related questions, concerns, or requests. You will be the primary contact, guaranteeing a positive customer journey and effectively addressing any issues. This position demands excellent communication skills, a robust knowledge of credit services, and the capability to thrive in a fast-paced setting.
Responsibilities
Offer an exceptional customer experience by warmly greeting and engaging with customers, ensuring each interaction is sincere and friendly.
Investigate and resolve customer issues or disputes related to credit reports, billing, payments, account balances, and other credit-related matters in a timely manner.
Promote and communicate current sales and loyalty promotions.
Perform thorough account investigations to address customer concerns or conflicts regarding credit reports, billing discrepancies, payments, account balances, and other credit-related issues, ensuring follow-up with customers as necessary.
Precisely document and update customer data, communications, and case specifics within the agent desktop platforms.
Adopt an entrepreneurial mindset and utilize empowerment to efficiently handle customer accommodations.
Regular, dependable attendance and punctuality.
Responsibilities may fluctuate due to business need and colleagues may be responsible to correspond with customers via inbound calls, chats, or emails.
Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
Requirements
Strong communication skills, both written and verbal, to facilitate open and continuous communication within the customer, team and across functional lines.
Excellent interpersonal skills, with the ability to work effectively with colleagues at all levels and across departments.
Capability to approach business challenges and opportunities with creative, strategic, and technical thinking.
Exhibit entrepreneurial spirit by utilizing enhanced empowerment to handle suitable customer accommodations such as price changes, excluded items, and gift cards.
Careful attention to detail in handling daily tasks, examining reports and making sure business goals are met.
Adaptable and able to adjust quickly to changing customer expectations and needs
Ability to complete financial transactions accurately and proficiently.
Able to solve practical problems within a variety of sales scenarios.
Partner with stores, suppliers, distribution centers, buyers, and senior executives on intricate and urgent client matters to demonstrate that our relationships set us apart as Like No Other Store in the World.
Passion to resolve customer problems in a constructive and forward-looking way and of managing multiple tasks at once in a fast-paced environment.
Minimum of one year experience in customer service or a related field, preferably in the credit services industry or retail selling preferred.
Able to work a flexible schedule including evenings & weekends.
Empathic, patient, and professional while dealing with customers, especially in stressful situations.
Enjoy meeting people, learning about them, and sharing information.
Strong organizational skills to manage multiple tasks with moving parts.
Flexible and able to use sound judgment in ambiguous situations and be able to manage multiple projects at once while maintaining superior results.
Prolonged periods (at least two consecutive hours) of sitting.
Regularly required to sit, talk, hear, reach with hands and arms, requires close vision.
Frequent use of computers and handheld electronic equipment.
Benefits
Comprehensive health and wellness coverage
401(k) match
Paid time off
Eight paid holidays
Continuous learning and leadership development
Colleague Resource Groups
Volunteer opportunities
Merchandise discounts
Performance-based incentives
Annual merit review
Employee Assistance Program with mental health counseling and legal/financial advice
