Digital Customer Care Advocate - Hybrid shift - Mid Shift with weekends

Macy's is a storied company that has been part of America's fabric for over 160 years. As a Digital Customer Care Advocate, you will engage with our most valued customers through various communication channels, providing personalized service and resolving inquiries to enhance their loyalty and satisfaction.

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
• Experienced in high-touch customer service and sales (minimum 6 months preferred; prior contact center, retail, or shared services experience required)

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