Overview

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 As a Macy's Digital Customer Care Advocate, you are a trusted advisor for our most valued loyalty customers. Through phone, chat, and email, you will interact with customers delivering Genuine Hospitality through warm, distinctive, and highly personalized experiences. You will manage each customer interaction from start to finish, resolving complex inquiries related to orders, loyalty benefits, and Macy's services. You will also maximize each interaction by providing expert product advice, making thoughtful recommendations, and helping deliver a memorable experience that strengthens lifelong connections with Macy's top customers. This is a hybrid role with regular in-office requirements. Why this role matters This role builds lasting loyalty with Macy's most valued customers by combining personalized service, expert problem-solving, and thoughtful product guidance. Every interaction is an opportunity to strengthen trust, resolve complex needs, and create a memorable experience that reflects Macy's commitment to Genuine Hospitality. How our Colleagues spend their day Creating genuine connections to build strong relationships with customers by delivering warm, personalized interactions that make them feel valued and welcomed. Foster trust through intentional, thoughtful engagement that strengthens long-term connection. Address mistakes with authenticity and empathy, acknowledging customer concerns and demonstrating a commitment to resolving issues. Take the time to understand each customer's needs and ensure their experience is valued. Throughout the day they take ownership by proactively managing each customer interaction, providing clear communication and effective solutions. Ensure customer questions and concerns are resolved promptly, giving full attention to their needs throughout the process. Reassure the Customer by following through on commitments and keep customers informed at every step. Restore confidence when challenges arise and deliver solutions that demonstrate reliability, clarity, and care. Be Reasonable using sound judgment and empathy to make fair, balanced decisions. Anticipate customer needs, provide appropriate solutions, and empower yourself to create positive outcomes that enhance the overall experience. What to Expect Expect a fast-paced, multi-channel environment where you will support customers across phone, chat, email, and inbound and outbound calls while balancing service excellence and sales results. This role requires flexibility, dependable attendance, and availability including days, evenings, weekends, and holidays as business needs evolve How You'll Make an Impact Deliver hospitality and personalized service to Macy's most loyal Platinum customers across phone, chat, and email, building meaningful relationships that drive long-term loyalty. Resolve complex inquiries-including orders, loyalty benefits, credits, accommodations, and urgent escalations-with confidence, empathy, and attention to detail. Guide customers through product discovery, make tailored recommendations, and suggest additional products to maximize satisfaction and sales. Share product knowledge, current fashion trends, and Macy's promotions to provide credible, luxury-caliber advice in an engaging, approachable manner. Leverage analytical insights, creative problem-solving, and technical tools to meet or exceed sales goals and service KPIs. Follow through on commitments and maintain clear communication, restori