Customer Care & Escalations Specialist

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

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.