Social Media Advocate - 8am - 5pm (hybrid) M-F w/rotating weekends, Mason, OH

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 Social Media Customer Care Advocate, you will deliver outstanding support to our customers through social media platforms. You will serve as the primary contact for customers interacting with our brand on platforms such as Facebook, Instagram, LinkedIn, and X (formerly Twitter). This position requires excellent communication skills, meticulous attention to detail, and the capability to address customer inquiries promptly and professionally while upholding the brand's voice.

This position involves a combination of in-office and remote work.

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 .

What You Will Do

• Respond to customer inquiries via social media direct messages (Direct Messaging) promptly and professionally
• Utilize the company's brand voice and tone to communicate effectively across all social media platforms
• Efficiently resolve customer issues to ensure a positive customer experience
• Monitor social media platforms for customer inquiries, feedback, and inappropriate content, ensuring prompt responses or removal actions as necessary
• Remain knowledgeable about the company's products, services, policies, and updates to ensure accurate resolutions
• Maintain awareness of current social media trends, tools, and innovations to improve service delivery
• Collaborate with internal teams to escalate and resolve complex issues as needed
• Provide feedback to the company on customer sentiment and recurring issues identified
• Regular, dependable attendance and punctuality
• Responsibilities may fluctuate due to business needs
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities

Skills You Will Need

Technical Skills: Proficient with Social Media, especially Excel and Outlook, and knowledgeable in digital merchandising tools.

Communication: Strong communication skills, both written and verbal, to facilitate open and continuous communication within the customer, team and across functional lines.

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

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

Collaboration: Ability to collaborate with internal teams, including Escalation Leads, to minimize and manage escalations effectively.

Attention to Detail: High level of attention to detail for composing accurate reports, interpreting instructions, and managing multiple priorities.

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

Time Management: Ability to manage multiple priorities and consistently meeting deadlines in a dynamic work environment.

Who You Are

• 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.

Essential Physical Requirements You Will Perform

• This position requires talking, sitting and reaching with arms and hands.
  • Involves sitting and talking for at least two consecutive hours, lifting at least 10lbs., stooping, kneeling, and crouching
  • Reaching, including above eye level
  • Involves close vision, color vision, depth perception, and focus adjustment
• Frequent use of computers and other technology, necessary to perform job functions, including handheld equipment
• Able to navigate multiple computer applications from a dual monitor setup

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. 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.