Macy's · 1 day ago
Digital Customer Care Advocate - Hybrid Flex, Early Shift with Weekends
Mason, OH
Full-time
Hybrid
New Grad, Entry Level
$17/hr - $24/hr
0+ years expMacy's is a storied company that has been part of America's fabric for over 160 years, and they are seeking a Digital Customer Care Advocate. In this role, you will provide exceptional service to loyalty customers through various communication channels, resolving inquiries and enhancing customer relationships.
Consumer GoodsFashionRetail
Hiring Manager
Jorge Quiroz
Responsibilities
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
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
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
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
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
Deliver hospitality and personalized service to Macy’s most loyal Platinum customers across phone, chat, and email, building meaningful relationships that drive long-term loyalty
Resolve complex inquiries—including orders, loyalty benefits, credits, accommodations, and urgent escalations—with confidence, empathy, and attention to detail
Guide customers through product discovery, make tailored recommendations, and suggest additional products to maximize satisfaction and sales
Share product knowledge, current fashion trends, and Macy’s promotions to provide credible, luxury-caliber advice in an engaging, approachable manner
Leverage analytical insights, creative problem-solving, and technical tools to meet or exceed sales goals and service KPIs
Follow through on commitments and maintain clear communication, restoring confidence when challenges arise
Consistently embody Macy’s values by fostering genuine connections, respect, and inclusivity with customers and colleagues
Maintain dependable attendance, punctuality, and flexibility to support all service channels as business needs evolve
Qualification
Required
Flexible and dependable, with availability including days, evenings, weekends, and holidays
Confident communicator with strong written and verbal skills, able to interact effectively with customers, colleagues, and supervisors
Customer-obsessed problem solver who thrives in a fast-paced, multi-channel environment and can manage multiple inquiries while delivering superior results
Passionate about fashion, trends, and services, with the ability to build authentic connections and make every customer feel valued
Inclusive, respectful, and collaborative, living Macy's values of diversity, belonging, and genuine care in every interaction
Analytical thinker with strong decision-making, research, and detail-oriented skills to ensure accurate resolutions and achieve business goals
Experienced in high-touch customer service and sales (minimum 6 months preferred; prior contact center, retail, or shared services experience required)
Technically proficient and comfortable navigating multiple applications, dual monitors, and Microsoft Office Suite tools
Knowledgeable about consumer protection guidelines, loyalty programs, and policies that enable exceptional customer resolutions
Benefits
401k
Medical/vision/dental/life/disability insurance options
PTO accruals
Holidays
Performance-based incentives/bonuses
Company
Macy's
Macy's is America’s store for life. The largest retail brand of Macy's, Inc.
10001+ employees
H1B Sponsorship
Macy's has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2022 (10)
2021 (26)
2020 (37)
Funding
Current Stage
Late StageLeadership Team
Bobby Amirshahi
Senior Vice President, Corporate Communications + Public Affairs
Michael Krans
VP, Retail Media
Recent News
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