At Your Service Captain, Valley View Mall - Full Time

Macy's•Roanoke, VA

3d•Onsite

About The Position

The At Your Service Captain is an elevated hourly colleague who advocates for customers and serves as a role model for colleagues. The role focuses on customer satisfaction, problem-solving, brand loyalty, promotional and omnichannel selling initiatives, including Buy Online Pickup in Store and Curbside services. Under the supervision of a People Leader, the Captain helps communicate expectations and priorities to colleagues and may have opportunities to advance to Sales and Customer Experience Manager. Full-time colleagues are typically scheduled for 30 or more hours per week, with hours dependent on business needs and colleague availability.

Requirements

Flexible availability, including days, evenings, weekends, and holidays, with regular, dependable attendance and punctuality.
Effective communication with customers and ability to give colleagues clear direction.
Ability to adapt quickly to changing customer expectations and needs.
Resourcefulness and ability to adapt to changing priorities and deadlines.
High school diploma or equivalent.
Ability to stand or walk for prolonged periods of at least two consecutive hours.
Frequent use of computers and handheld electronic equipment.
Ability to reach above eye level, crouch, kneel, and stoop; color vision.
Ability to lift and move items weighing up to 30 pounds.

Nice To Haves

One to two years of direct retail experience preferred.

Responsibilities

Role model customer advocacy and provide feedback on ways to improve customer experiences.
Resolve customer concerns with customer-focused solutions, including converting returns into exchanges.
Promote Macy’s mobile app to enhance the in-store customer experience.
Coordinate with People Leaders throughout the day to plan and monitor store activities.
Lead colleagues in completing assigned tasks and provide People Leaders with ongoing feedback to improve customer experience and processes.
Perform store opening and closing procedures, including accessing the alarm system and settling registers.
Maintain the At Your Service area, process customer orders, and uphold back-of-house standards for Buy Online Pickup in Store and Curbside services.
Stay current on service, promotion, and policy updates.
Educate colleagues on point-of-sale technology, radio frequency equipment, and applications used to fulfill customer orders.
Perform applicable sales and support duties.
Foster an accepting and respectful environment that strengthens relationships and supports authentic connections with colleagues, customers, and communities.

Benefits

Competitive pay and benefits.
Comprehensive health and wellness coverage.
401(k) match.
Paid time off.
Eight paid holidays.
Continuous learning and leadership development.
Colleague Resource Groups.
Volunteer opportunities.
Merchandise discounts.
Performance-based incentives.
Annual merit review.
Employee Assistance Program with mental health counseling and legal and financial advice.