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Customer Service Center Representative

2 months ago

Corte Madera, California, United States Macy's Full time

Are you prepared to showcase your exceptional self at work?

At Macy's, Inc., we are dedicated to shaping a brighter future through bold representation for everyone. This is our Mission Every One. We recognize that each individual here is distinct. We value and invest in each person to foster growth, pride, and satisfaction. When we bring our authentic selves to work, it leads to a richer and broader spectrum of ideas and energy for all to benefit from. Our success will be built on remarkable colleagues collaborating together.

Position Overview

The Customer Service Center Associate is tasked with delivering an outstanding customer experience during all service-related activities, including processing Buy Online Pickup in Store transactions, managing return merchandise, addressing non-congruent items, and executing other assigned responsibilities in line with established procedures and standards.

We seek adaptable team players who excel in our dynamic environment, can seamlessly transition between various tasks, and are available to work diverse shifts, including evenings, weekends, and holidays.

What We Offer

  • An inclusive, stimulating, and refreshingly enjoyable work atmosphere
  • Competitive compensation and benefits grounded in principles of equity
  • Performance incentives and annual merit evaluations
  • Employee discounts on merchandise
  • Comprehensive Health and Wellness Benefits including medical, dental, vision, and additional insurance
  • Retirement Savings Plan with 401k matching opportunities
  • Employee Assistance Program (mental health counseling and legal/financial guidance)
  • Resources for ongoing learning, career advancement, and leadership development
  • Paid Time Off
  • Fully-funded educational benefits - potentially covering 100% of tuition, books, and fees
  • Colleague Resource Groups (CRGs) and opportunities for community service/volunteering

Key Responsibilities

  • Welcome and engage with customers in a friendly and sincere manner, demonstrating appreciation for their presence and concern for their experience
  • Suggest products by asking questions to identify customer needs and inspiring purchases with new offerings that resonate with the customer.
  • Provide options and solutions to customers to finalize the sale
  • Conclude the shopping experience by celebrating the customer's purchases and sharing in their excitement
  • Assist customers in all facets of the overall store experience, including those utilizing devices to shop and compare
  • Support customers in all aspects of total store fulfillment, including Buy Online and Pick Up in Store, ensuring proficiency in all systems required to complete transactions, and maintaining an organized collection area for a seamless customer pick-up experience
  • Monitor alerts to ensure timely completion of Buy Online Pickup In-Store (BOPS) orders. Facilitate customer pick-up by retrieving orders from back-of-house storage and delivering them curbside
  • Exhibit knowledge of store products and services to drive sales and reduce returns
  • Sell gift cards and assist in resolving customer inquiries related to Macy's card issues, as necessary.
  • Adhere to store audit policies and procedures
  • Comply with Asset Protection and inventory control protocols, following shortage programs and procedures

Essential Skills

  • Product Knowledge: Strong understanding of the products being sold, providing expert guidance to customers based on their preferences, features, and options.
  • Communication: Comfortable engaging with customers through various channels, including virtually, via phone, and in person.
  • Sales: Ability to build rapport with customers, meet sales targets, and participate in pre-selling and sales-enhancing events.
  • Technology: Proficient in utilizing point of sale technology and applications to assist in selling and fulfilling customer orders.
  • Continuous Learning: Self-motivated to stay updated with product knowledge and trends, actively engaging with Macy's educational resources.
  • Interpersonal Skills: Excellent interpersonal abilities, capable of working effectively with colleagues at all levels and across departments.
  • Collaboration: Partnering with the entire team to drive sales and enhance the customer experience

Who You Are

  • Committed to upholding Macy's dedication to diversity, inclusion, and respect that our company strives to achieve every day, in every store and office, with every customer and associate
  • Flexible availability, including days, evenings, weekends, and holidays, with consistent attendance and punctuality.
  • Enjoy meeting new people, learning about them, and sharing information.
  • Resourceful and eager to embark on new ventures, able to adapt to changing priorities; capable of working independently while thriving in team dynamics.
  • Comfortable handling electronic devices with ease.
  • Must be able to (1) understand and communicate effectively with customers, co-workers, and supervisors, and (2) read and comprehend employment policies and safety regulations in English.
  • No specific education or experience required.

Physical Requirements

  • Prolonged periods (at least two consecutive hours) of standing/walking throughout the store or department.
  • Frequent use of computers and handheld electronic devices.
  • Reaching, including above eye level, crouching, kneeling, stooping, and color vision.
  • This role requires lifting, constant movement, standing, reaching with arms and hands, stooping, kneeling, crouching, and climbing ladders.
  • Lifting and moving items weighing up to 30 lbs.

About Macy's

This is an exciting time for a career at Macy's as we continue to focus on creating engaging and memorable experiences for every customer, whether their journey begins online or in-store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas allow you to express your creativity and commitment to excellence, advance your career, and make a meaningful impact on your Macy's colleagues and customers.

Bring your creativity, energy, and ideas to the Macy's team.