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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 in a professional setting?

At Macy's, Inc., we are dedicated to shaping a promising future with 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 results in a richer and broader spectrum of ideas and energy for all to benefit from. Our achievements will be built on remarkable colleagues collaborating together.

Position Overview

The Customer Service Center Associate is accountable for delivering an outstanding customer experience during all service activities, including processing Buy Online Pickup in Store transactions, managing return merchandise, addressing non-congruent items, and executing other assigned responsibilities in alignment 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 different 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 fairness
  • Performance incentives and annual merit evaluations
  • Employee discounts on merchandise
  • Health and Wellness Benefits encompassing 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 - may cover 100% of tuition, books, and fees
  • Colleague Resource Groups (CRGs) and volunteer opportunities

Key Responsibilities

  • Welcome and engage with customers in a friendly and sincere manner, expressing appreciation for their presence and concern for their experience
  • Suggest products by asking questions to understand customer needs and inspiring purchases with new and relevant offerings
  • Provide options and solutions to customers to finalize the sale
  • Conclude the customer’s shopping journey by celebrating their purchases and sharing in their excitement
  • Assist customers in all facets of the total store experience, including aiding those using 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. Conduct 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 customers' Macy's card inquiries as necessary
  • Adhere to store audit policies and procedures
  • Comply with Asset Protection and inventory control measures, following shortage programs and procedures

Essential Skills

  • Product Knowledge: Strong understanding of the products offered and ability to provide expert guidance to customers based on their preferences and choices.
  • Communication: Comfortable interacting with customers through various channels, including virtually, via phone, and in person.
  • Sales: Ability to cultivate relationships with customers, meet sales targets, and engage in pre-selling and sales-enhancing events.
  • Technology: Proficient in utilizing point of sale technology and applications to facilitate selling and fulfilling customer orders.
  • Continuous Learning: Self-motivated to stay updated with product knowledge and trends, and to engage with all training through Macy's educational resources.
  • Interpersonal Skills: Excellent interpersonal abilities, capable of collaborating effectively with colleagues at all levels and across departments.
  • Collaboration: Work in partnership with the entire team to drive sales and enhance the customer experience.

Who You Are

  • Committed to upholding Macy's dedication to achieving ideals of diversity, inclusion, and respect in every store and office, with every customer and associate.
  • Flexible availability, including days, evenings, weekends, and holidays, with consistent attendance and punctuality.
  • Enjoy engaging with people, learning about them, and sharing information.
  • Resourceful and enthusiastic about embarking on new ventures, adaptable to changing priorities; capable of working independently while excelling in team dynamics.
  • Comfortable handling electronic devices with ease.
  • Must be able to (1) effectively understand and communicate with customers, co-workers, and supervisors, and (2) read and comprehend employment policies and safety rules/procedures 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.