Bloomingdale's Digital Customer Care Specialist - Various schedules, Hybrid Flex, With Weekend

Position Overview

Macy's is a storied retail company that has been part of America's heart for over 160 years. The Bloomingdale’s Digital Customer Care Specialist role focuses on engaging with clients to create exceptional customer experiences and achieve business goals through effective communication and problem-solving.

Key Responsibilities

• Provide outstanding selling and service to Bloomingdale’s clients through digital channels, including telephone and email
• Ensure the client is always the priority, delivering an exceptional customer experience
• Develop expert product knowledge, understanding features and benefits, and communicate this information to clients
• Navigate multiple systems, applications, and resources to service clients and resolve issues
• Make independent decisions to assist clients effectively
• Build sales and customer loyalty by using product and service knowledge to develop repeat business and fully resolve complex issues
• Assist with Macy’s.com overflow calls as needed
• Foster an environment of acceptance and respect that strengthens relationships and ensures authentic connections with colleagues, customers, and communities
• Maintain regular, dependable attendance and punctuality

Required Qualifications

• High School diploma or equivalent
• Minimum of 2-3 years of experience in elevated customer care, hospitality, or related fields
• Demonstrated ability to address escalated customer inquiries promptly and effectively, ensuring resolution and satisfaction
• Excellent verbal and written communication skills
• Strong problem-solving abilities to collect data, analyze situations, and propose effective solutions
• Proficiency in collecting and analyzing data to track trends and make data-driven decisions
• Ability to collaborate with internal teams, including escalation leads, to minimize and manage escalations effectively
• High level of attention to detail and ability to manage multiple priorities
• Self-motivated with a strong work ethic and aptitude for independent or collaborative work
• Must be able to perform tasks that include talking, sitting, reaching (including above eye level), lifting at least 10lbs, stooping, kneeling, and crouching
• Familiarity with using computers and technology, including navigating multiple computer applications in a dual monitor setup
• Experience with credit services and familiarity with regulatory agencies such as CFPB/BBB is advantageous

Benefits & Perks

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