Customer Care Advocate, Regular, Full Time Hybrid- Various shifts W/ weekends, Willowbrook, TX

Job Description

Be Part of an Amazing Story

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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.

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Job Overview

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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.

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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.

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Why This Role Matters

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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.

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How Our Colleagues Spend Their Day…

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• 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 connections.
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• 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.
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• 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.
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• 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.
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• 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.
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What To Expect

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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.

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How You’ll Make an Impact

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• Deliver hospitality and personalized service to Macy’s most loyal customers across phone, chat, and email, building meaningful relationships that drive long-term loyalty.
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• Resolve complex inquiries—including orders, loyalty benefits, credits, accommodations, and urgent escalations—with confidence, empathy, and attention to detail.
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• Guide customers through product discovery, make tailored recommendations, and suggest additional products to maximize satisfaction and sales.
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• Share product knowledge, current fashion trends, and Macy’s promotions to provide credible, luxury-caliber advice in an engaging, approachable manner.
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• Leverage analytical insights, creative problem-solving, and technical tools to meet or exceed sales goals and service KPIs.
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• Take ownership of customer concerns, follow through on commitments, and drive issues to resolution with clear communication and accountability.
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• Assess customer needs carefully, identify the root of the concern, and determine the most effective and appropriate resolution.
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• Manage escalated situations with urgency, empathy, and professionalism while helping restore confidence in the brand.
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• Maintain dependable attendance, punctuality, and flexibility to support all service channels as business needs evolve.
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Skills That Matter

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Must Have

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  Strong written and verbal communication skills with the ability to interact effectively with customers, colleagues, and supervisors.

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  Ability to manage multiple inquiries in a fast-paced, multi-channel environment while delivering accurate, high-quality resolutions.

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  High-touch customer service and sales experience with a customer-focused, problem-solving mindset.

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  Technical proficiency with multiple applications, dual monitors, and Microsoft Office Suite tools.

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  Strong decision-making, research, analytical, and detail-oriented skills.

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  Availability to work a flexible schedule including days, evenings, weekends, and holidays.

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Nice to Have

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  Passion for fashion, trends, and Macy’s services, with the ability to build authentic customer connections.

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  Experience delivering strong customer service while identifying and driving sales opportunities.

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  Knowledge of consumer protection guidelines, loyalty programs, and policies that support exceptional resolutions.

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  At least 6 months of customer service and sales experience preferred.

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Physical Activities You Will Perform

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• This role involves performing essential job functions such as communication, collaboration, and use of office and computer systems. Responsibilities include the ability to access and review written and electronic information, and to move within the work environment and interact with workplace materials as needed to carry out job responsibilities.
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• Frequently lift/move up to 10lbs.
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• Requires close vision, color vision, and ability to adjust focus.
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What We Can Offer You

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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. 

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Some additional benefits we offer include:

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• Merchandise discounts 
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• Performance-based incentives 
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• Annual merit review 
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• Employee Assistance Program with mental health counseling and legal/financial advice
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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. All schedules contain weekend shifts as part of the requirements. Hours are dependent on business needs and colleague availability.  Information regarding hours per week needed for benefit eligibility purposes can be found  here .

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About Us

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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.

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

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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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This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Additional benefit details are available at macysJOBS.com.