Stores Credit Experience Advocate - Mid Shift

Digital Seller

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 traditionsabout inspiring stores and irresistible productsabout 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 Digital Seller, you will guide customers through their shopping journey by handling inbound calls, chats, and emails for furniture, bedding, and fine jewelry. This role focuses on delivering a great customer experience while driving sales through relationship building, personalized recommendations, upselling, and cross-selling. You will help customers find the right solutions, resolve issues professionally, and make every interaction feel helpful and engaging. This is a hybrid role that includes regular in-office requirements.

Why This Role Matters

This role matters because it shapes how customers experience Macy's through service, selling, and problem resolution. By listening carefully, understanding customer needs, and offering thoughtful solutions, you help create a personalized experience that builds loyalty and trust in the Macy's brand. Balancing customer care with sales opportunities helps drive business results and makes each interaction more meaningful.

How Our Colleagues Spend Their Day

• Our colleagues create genuine connections by starting every interaction with warmth and sincerity. They know that hospitality is a feelingshown through a smile, a kind word, and intentional conversations that build trust and lasting relationships.
• When mistakes happen, they apologize authentically listening with empathy, valuing the customer's experience, and committing to making things right.
• They take the time to truly understand customer needs before acting. They take ownership in every situation, being proactive in finding solutions, offering helpful resources, and communicating clearly and confidently.
• Their full attention is always on the customer. To reassure customers, they follow through with clarity and consistency, delivering on promises and making things right when expectations aren't met.
• They know that excellence is shown by focusing on what matters most to the customer.

What To Expect

In this role, you will support customers by phone, chat, and email while handling questions, purchases, and issue resolution in a fast-paced environment. You will use selling skills to recommend products, offer solutions, and close sales in a natural, customer-focused way. Business needs may shift, so flexibility, dependability, and the ability to adapt quickly are important for success.

How You'll Make an Impact

• Create a welcoming experience by greeting customers warmly and showing appreciation for their business.
• Guide customers to the right products by asking thoughtful questions, identifying their needs, and recommending relevant options.
• Drive sales through personalized service, suggestive selling, upselling, and cross-selling across furniture, bedding, and fine jewelry.
• Handle inbound calls, chats, and emails efficiently while resolving customer issues with empathy, professionalism, and urgency.
• Partner with stores, suppliers, distribution centers, buyers, and leadership to resolve complex or urgent customer needs.
• Bring consistency, sound judgment, and attention to detail to every interaction while adapting to changing business needs.

Skills That Matter

Must Have

• Strong written and verbal communication skills
• Ability to deliver a customer-first experience in every interaction
• Selling skills, including product recommendations, upselling, and cross-selling
• Strong problem-solving, research, and decision-making skills
• Comfort using multiple computer applications and dual monitors
• Strong attention to detail and ability to manage multiple tasks
• Flexibility to work evenings, weekends, and across communication channels based on business needs
• Regular, dependable attendance and punctuality

Nice to Have

• One year of customer service or sales experience preferred
• Product knowledge in furniture, bedding, fine jewelry, or similar categories
• Experience in a fast-paced customer contact environment
• Ability to handle complex customer situations with sound judgment and professionalism
• Enthusiasm for fashion, home, and delivering exceptional customer care

Physical Activities You Will Perform:

• 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.
• Frequently lift/move up to 10lbs.
• Requires close vision, color vision, and ability to adjust focus.

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

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.

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.