Customer Care Champion, Chicago - Full Time

Bloomingdale's Inc.; Minooka (IL); On-site; USD 42,000 - 68,000; Full time

Job summary

Macy's Inc. is seeking a customer service professional to champion all customer-related issues, making on-the-spot decisions to resolve needs.

The role acts as liaison between MCCS/FBCS and location, coordinating with delivery teams and hubs to ensure a high level of service. The ideal candidate has an associate's degree with 3–5 years' direct experience, strong communication skills, and proficiency in Microsoft Office.

Qualifications

• Associate's Degree and 3-5 years direct experience required.
• Exemplary customer service skills to include handling potentially upset/displeased customers.
• Excellent written and verbal communication and telephone skills.
• Excellent organizational and follow up skills; detail oriented.
• Analytical and problem solving skills.
• Ability to read and interpret instructional documents and manuals.
• Resourceful self-starter; able to work independently or in a team.
• Proficient in computers and handheld technology; Macy’s Systems Knowledge, Word, Excel, Outlook.

Responsibilities

• Primary contact for resolution of escalated customer concerns to ensure high level of customer service.
• Increase customer satisfaction through collaboration with FBCS/MCCS and reach an effective resolution.
• Ensure all customer concerns are completed to customer’s satisfaction, including exchanges.
• Follow through on all unresolved customer issues until they are satisfied.
• Own VIC Process with daily follow-up on outbound VIC merchandise and multiple visual inspections.
• Resolve and document all open issues and timely resolution.
• Maintain and monitor customer follow up queue daily for timely resolution.
• Handle all methods of customer communication including Presidential alerts, TL emails, Backline emails, Medallia comments.
• Partner with Macy’s or Bloomingdale’s divisions/stores to resolve customer concerns.
• Escalate issues when necessary and coordinate with Delivery Team to resolve Q-Fails and reschedule delivery.
• Inspect open customer service issues or returned VIC items in returns area and follow up.
• Any other responsibilities deemed essential by management.

Skills

Customer service

Written communication

Verbal communication

Organizational skills

Detail oriented

Analytical skills

Problem solving

PC skills (MS Office)

Education

Associate's Degree

Tools

MS Word

MS Excel

MS Outlook

Job description

Job Overview

Responsible for championing all customer related issues both pro-actively and reactively to ensure customer expectations are met and exceeded. This individual will have the responsibility to make on the spot decisions both financial and operational to immediately resolve a customer need. This individual will also serve as the liaison between FBCS/MCCS and their location, including the location’s Hubs.

Essential Functions

• Primary contact for FBCS/MCCS on resolution of escalated customer concerns to ensure a high level of customer service.
• Increase customer satisfaction through collaboration with FBCS/MCCS and reach an effective resolution.
• Ensure all Customer concerns are completed to customer’s satisfaction, including exchanges.
• Follow through on all unresolved customer issues until they are satisfied.
• Own VIC Process which includes daily follow-up on outbound VIC merchandise and ensure quality through multiple visual inspections throughout day; inspections are inclusive of Hub deliveries.
• Resolve and clearly document all open issues and timely resolution.
• Maintain and work Customer follow up queue daily to ensure timely resolution on all issues.
• Own follow up and resolution on all methods of customer communication including Presidential alerts, TL emails, Backline emails, Medallia comments.
• Partner with respective Macy’s or Bloomingdale Division/Stores to resolve customer concerns, if necessary.
• Use good judgment to elevate customer issues immediately and to the highest level needed, when necessary.
• Partner with Delivery Team to resolve Q-Fails, review issues, contact customers, and reschedule delivery.
• Inspect all open customer service issues or returned/refused VIC items in returns area and follow up with customers.
• Any other responsibilities management deems essential.

Qualifications and Competencies

• Associate's Degree and 3-5 years direct experience required.
• Prior Furniture and Bedding experience.
• Exemplary customer service skills to include:
  • Handling potentially upset/displeased customers.
  • Ability to maintain confidentiality.
• Must possess excellent written and verbal communication and telephone skills.
• Must possess excellent organizational and follow up skills and be detail oriented.
• Analytical and Problem solving Skills.
• Ability to add, subtract, divide and multiply in all units of measure, using whole numbers, decimals and fractions.
• Ability to read and interpret instructional documents such as safety rules, operating and maintenance instructions, and procedural manuals.
• Resourceful self-starter, works well independently as well as part of a team.
• Must be proficient in the use of computers and handheld technology.
• PC skills desired; Macy’s Systems Knowledge, Word, Excel, Outlook.
• Ability to work a flexible schedule, including day, evening, weekends, and/or holidays.

Essential Physical Requirements

• Position requires prolonged periods of standing/walking around store or department.
• Environment where noise level is generally moderately high and temperatures fluctuate seasonally.
• Subject to some extremes in temperature.
• Appropriate attire required; safe sturdy shoes that cover the entire foot, no loose, flowing clothing (that may get caught in conveyors). Other clothing restrictions may apply.
• May involve reaching, crouching, kneeling, stooping, climbing ladders, depth perception and color vision.
• Frequent use of computers and other technology necessary to perform job duties, including handheld electronic equipment.
• Frequently lift/move up to 50lbs.

Supply Chain Only and Colleagues Working in a Supply Chain Facility except in locations governed by a Collective Bargaining Agreement

Random drug testing for all colleagues will be conducted on a monthly or semi-monthly basis, depending upon factors including but not limited to the size of the facility and the number of colleagues on roll. Colleagues will be randomly selected for testing by a third party. Testing must be completed on the same workday the colleague is informed of selection for testing, absent extenuating circumstances. In all circumstances, testing must be completed within 24 hours of notification.

Equal Opportunity Employer Statement

Macy's Inc. reserves the right to amend this job description at any time. Macy's Inc. is an Equal Opportunity Employer, committed to an inclusive work environment.

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