Customer Care Representative - Furniture, Hybrid Full-Time, Various Schedule with Weekends

Job Title

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

In this role, you will handle inbound and outbound calls, delivering exceptional customer service for furniture and bedding purchases in a culture of hospitality. Colleagues will actively listen to customer needs, assisting with inquiries related to furniture, mattresses, warranties, deliveries, returns, and exchanges, while using product and policy knowledge to resolve issues and ensure seamless experience. Ongoing training and collaboration with other departments will be key to staying informed, addressing customer needs, and supporting sales objectives.

What You Will Do

• Respond to customer inquiries and resolve issues: Address a wide range of customer concerns related to furniture, mattresses, deliveries, returns, and exchanges. Use your expertise to effectively troubleshoot and offer options to resolve issues, ensuring that each customer receives timely and satisfactory solutions.
• Assist with pre-delivery, day-of-delivery, and post-delivery concerns: Provide guidance and support for customers at every stage of the delivery process, including scheduling, working with technicians when inspecting merchandise, tracking, and troubleshooting any delivery issues with drivers that may arise. Ensure customers are informed and satisfied throughout their entire experience.
• Demonstrate product and policy expertise: Utilize comprehensive product knowledge and company policies to offer accurate, clear, and relevant information. Provide solutions tailored to individual customer needs while ensuring adherence to company guidelines and procedures.
• Complete sales and service functions: Actively contribute to the sales process by assisting customers in selecting products that best meet their needs. Provide additional services such as upselling, suggesting complementary items, or answering questions about warranties, ensuring that all interactions align with sales goals and customer satisfaction targets.
• Cross-train in other department functions: Participate in cross-training initiatives to broaden your skillset and gain a deeper understanding of other departmental processes. This flexibility will support your ability to collaborate effectively and adapt to a variety of customer service needs across the business.
• Maintain consistent attendance and reliability: Demonstrate a strong work ethic by maintaining regular attendance and punctuality. Your reliability will be critical to the success of the team and the overall customer service experience.

Skills You Will Need

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

Communication: Excellent verbal and written communication skills with an ability to communicate effectively with customers, store colleagues, and delivery teams. This includes introducing themselves to customers, providing timely updates and resolving issues.

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

Analytical Skills: Ability to assess a situation and adapt quickly to changing customer expectations and needs.

Collaboration: Ability to collaborate with internal and external teams to minimize friction and escalation or sales loss

Adaptability: Flexibility to handle unexpected problems and changes in delivery schedules, ensuring customers are kept informed and satisfied.

Attention to Detail: Ensure all client information and delivery details noted and timely follow up is completed to ensure customer satisfaction.

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

Who You Are

• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
• High School Diploma or equivalent.
• 6 months of call center experience.
• Strong communication skills, with the ability to engage customers over the phone and resolve issues professionally.
• Proven customer service experience, with the ability to manage concerns and handle confidential information.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Familiarity with macys.com or bloomingdales.com is a plus.

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.

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.