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Company Name : Macy’s
Location : Miami, FL 33176
Position : Call Center Agent – Full Time, Tuesday – Saturday – 11am – 7:15pm
Job Description : 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.
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. 20% discount on most Macy’s merchandise.
Training starts: April 26th, 2022
Onsite position – Call Center is located at Macy’s The Falls
9100 SW 136th Street, Miami, FL. 33176
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:
High school diploma or general education degree (GED) required
Exceptional customer service experience – 6 months min, of Call Center experience or Customer Service face-to-face.
Communication Skills:
Excellent verbal and written communication skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Communicate effectively with customers verbally and via online chat
Must be an exceptional listener with a genuinely friendly telephone demeanor
Strong active listening skills and the ability to display patience in all customer interactions
Mathematical Skills:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rate, ratio, and percent
Reasoning Ability:
Ability to carry out detailed simple written and oral instructions
Excellent problem-solving skills
High level of attention to detail and ability to multi-task
Ability to balance strong analytical and critical thinking methodology while maintaining the customer relationship and their loyalty to the organization
Physical Demands:
Regularly required to sit, and use hands to finger, handle, and feel
Regularly required to talk and hear
required to reach with hands and arms
Requires close vision and color vision
Other Skills:
Ability to provide outstanding customer service to external and internal customers on a consistent basis; take control of and resolve customer issues utilizing active listening skills
Adapt quickly to changing customer expectations and needs
Be a self-starter who is comfortable taking the initiative; strong decision-making abilities
Works effectively and efficiently, contributing to team goals
Ability to learn on the fly, exhibit composure under pressure, and maintain a positive attitude in a fast-paced and highly-demanding environment
Strong computer, data entry and typing skills; ability to work between multiple technology platforms; able to learn and utilize new technology as service evolves
Strong working knowledge of computer software applications and operation systems with the ability to learn quickly and navigate through multiple systems
Exhibits flexibility and remains calm in changing environment
Wear headset for long periods of time
Heavy keyboard/mouse usage required with repetitive movement
Willingness to continuously learn about new products and product lines
Sales experience is a plus
Work Hours:
Ability to work a flexible schedule based on department and company needs.
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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