At Your Service Captain, West Covina - Full Time

Job Overview As the At Your Service Captain, you are an advocate for the customer and a role model for your colleagues. As an elevated hourly colleague, you are an expert in customer satisfaction, problem‑solving, and building brand loyalty. You will drive results through promotional and omni‑selling initiatives such as By Online Pickup in Store and Curbside services. Under the supervision of a People Leader, you will communicate expectations and priorities to your colleagues. Advancement opportunities include Sales and Customer Experience Manager. Full‑time colleagues are typically scheduled to work 30 or more hours per week, while part‑time colleagues are typically scheduled 12‑24 hours per week. Hours are dependent on business needs and colleague availability. For benefit eligibility information, see the employee connection PDF linked on the company career site. Benefits We offer a dynamic, inclusive environment with competitive pay and benefits, including comprehensive health and wellness coverage, a 401(k) match, paid time off and eight paid holidays, continuous learning and leadership development, and the opportunity to join a Colleague Resource Group and volunteer. Additional benefits include: Merchandise discounts Performance‑based incentives Annual merit review Employee Assistance Program with mental health counseling and legal/financial advice For the full menu of benefits offerings, see the employee connection PDF linked on the company career site. Responsibilities Advocate for the customer by role‑modeling and providing fast feedback on enhancing customer experience. Ensure high‑level customer service through problem‑solving and customer‑focused resolutions, such as converting a return into an exchange. Enhance the in‑store customer experience by promoting the Macy’s mobile app. Meet with People Leaders throughout the day to plan and monitor total store activities. Lead colleagues in the execution and completion of assigned tasks. Provide People Leaders with continuous feedback that drives a positive customer experience and improves processes. Perform store opening and closing procedures, including accessing the alarm system and settling the registers. Lead and participate in the upkeep of the At Your Service area, processing customer orders, and maintaining back‑of‑house standards for By Online Pickup in Store and Curbside services. Keep current on updates to services, promotions, and policies. Educate colleagues on point‑of‑sale technology, radio frequency equipment, and applications used to assist in fulfillment of customer orders. Perform all applicable sales and/or support duties in addition to the above. Foster an environment of acceptance and respect that strengthens relationships and ensures authentic connections with colleagues, customers, and communities. Qualifications Flexible availability, including days, evenings, weekends, and holidays with regular, dependable attendance and punctuality. Proficient in communicating effectively with customers and providing clear direction to colleagues. Self‑starter in adapting quickly to changing customer expectations and needs. Resourceful and able to adapt quickly to changing priorities and deadlines. 1‑2 years of direct retail experience preferred. High school diploma or equivalent. Essential Physical Requirements Prolonged periods (at least two consecutive hours) of standing/walking around the store or department. Frequent use of computers and handheld electronic equipment. Reaching, including above eye level, crouching, kneeling, stooping, and color vision. Lifting and moving items weighing up to 30 lbs. Macy’s Inc. is an Equal Opportunity Employer, committed to an inclusive work environment. #J-18808-Ljbffr Macy's