Bluemercury Customer Care Specialist - Full Time Hybrid - various schedules w/weekends

Be part of an amazing story

Macy’s is more than just a store. We’re a story. One that’s captured the hearts and minds of America for more than 160 years. A story about innovations and traditions…about inspiring stores and irresistible products…about the excitement of the Macy’s 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We’ve been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.

Job Overview

The Bluemercury Digital Customer Care Specialist engages with an upscale client base, creating outstanding customer experiences to ensure the business operates productively and achieves sales, service, and profit goals. They communicate with customers via telephone, chat and email regarding service-related inquiries and solve problems. Additionally, they collaborate with stores, carriers, distribution centers, and executives to deliver an omnichannel experience and perform other duties as assigned.

What You Will Do

• Provide outstanding service to Bluemercury clients through digital channels, including telephone, chat 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.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities. 
• In addition to the essential duties mentioned above, other duties may be assigned.

Skills You Will Need

Customer Service Excellence: Demonstrated ability to address escalated customer inquiries promptly and effectively, ensuring resolution and satisfaction.

Communication: Excellent verbal and written communication skills for interacting with customers, drafting detailed correspondence, and presenting findings.

Problem-Solving: Strong problem-solving abilities to collect data, analyze situations, and propose effective solutions.

Analytical Skills: Proficiency in collecting and analyzing data to track trends, identify opportunities, and make data-driven decisions.

Collaboration: Ability to collaborate with internal teams, including Escalation Leads, to minimize and manage escalations effectively.

Attention to Detail: High level of attention to detail for composing accurate reports, interpreting instructions, and managing multiple priorities.

Regulatory Knowledge: Experience with credit services and familiarity with regulatory or government agencies such as the CFPB/BBB is advantageous.

Self-Motivation: Self-motivated and driven individual with a strong work ethic and the ability to work independently or collaboratively.

Deadline Management: Ability to manage multiple priorities and meet deadlines consistently in a dynamic work environment.

Who You Are

• Candidates with a High School diploma or equivalent are encouraged to apply.
• Minimum of 2-3 years of experience in elevated customer care, hospitality, or related fields.
• Able to work a flexible schedule based on department and company needs.

Essential Physical Requirements You Will Perform

• This position requires talking, sitting and reaching with arms and hands.
• Involves sitting and talking for at least two consecutive hours, lifting at least 10lbs., stooping, kneeling, and crouching.
• Reaching, including above eye level.
• Involves close vision, color vision, depth perception, and focus adjustment.
• Frequent use of computers and other technology, necessary to perform job functions, including handheld equipment.
• Able to navigate multiple computer applications from a dual monitor setup.

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities. 

Some additional benefits we offer include: 

• Merchandise discounts 
• Performance-based incentives 
• Annual merit review 
• Employee Assistance Program with mental health counseling and legal/financial advice

Access the full menu of benefits offerings here.

About Us

This is a great time to join Macy’s! Whether you’re helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people’s lives.

Join us and help write the next chapter in our story - Apply Today!

This job description is not all-inclusive and may not apply to colleagues covered by a collective bargaining agreement. Macy's Inc. reserves the right to amend this job description at any time. Macy's Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

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