Bluemercury Customer Care Specialist - Full Time - Hybrid, various schedules with weekend days

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

The Bluemercury Digital Customer Care Specialist engages with an upscale client base, creating outstanding customer experiences to ensure the business operates productively and achieves sales, service, and profit goals. They communicate with customers via telephone, chat and email regarding service-related inquiries and solve problems. Additionally, they collaborate with stores, carriers, distribution centers, and executives to deliver an omnichannel experience and perform other duties as assigned.

What You Will Do

• Provide outstanding service to Bluemercury clients through digital channels, including telephone, chat and email.
• Ensure the client is always the priority, delivering an exceptional customer experience.
• Develop expert product knowledge, understanding features and benefits, and communicate this information to clients.
• Navigate multiple systems, applications, and resources to service clients and resolve issues.
• Make independent decisions to assist clients effectively.
• Build sales and customer loyalty by using product and service knowledge to develop repeat business and fully resolve complex issues.
• Assist with Macy’s.com overflow calls as needed.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
• Maintain regular, dependable attendance and punctuality.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities. 
• In addition to the essential duties mentioned above, other duties may be assigned.

Skills You Will Need

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

Communication: Excellent verbal and written communication skills for interacting with customers, drafting detailed correspondence, and presenting findings.

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

Analytical Skills: Proficiency in collecting and analyzing data to track trends, identify opportunities, and make data-driven decisions.

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.

Regulatory Knowledge: Experience with credit services and familiarity with regulatory or government agencies such as the CFPB/BBB is advantageous.

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

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

Who You Are

• Candidates with a High School diploma or equivalent are encouraged to apply.
• Minimum of 2-3 years of experience in elevated customer care, hospitality, or related fields.
• Able to work a flexible schedule based on department and company needs.

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