At Your Service Captain, Westmoreland Mall - Full Time
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, building brand loyalty, and driving results through promotional and Omni selling initiatives, including Buy Online Pickup in Store and Curbside services. Under the supervision of a People Leader, the Captain communicates expectations and priorities to colleagues. Advancement opportunities include Sales and Customer Experience Manager. Full-time colleagues are typically scheduled to work 30 or more hours per week, with hours dependent on business needs and colleague availability. The role includes customer service and problem resolution, coordinating store activities, leading task execution, supporting order fulfillment, maintaining service areas, and performing applicable sales and support duties.
Requirements
- Flexible availability, including days, evenings, weekends, and holidays.
- Regular, dependable attendance and punctuality.
- Proficiency in communicating effectively with customers and providing clear direction to colleagues.
- Ability to adapt quickly to changing customer expectations and needs.
- Resourcefulness and ability to adapt quickly to changing priorities and deadlines.
- High school diploma or equivalent.
Nice To Haves
- 1–2 years of direct retail experience preferred.
Responsibilities
- Advocate for customers, model outstanding customer experiences, and provide colleagues with fast feedback on ways to improve service.
- Resolve customer issues with customer-focused solutions, such as converting a return into an exchange.
- Promote Macy’s mobile app to enhance the in-store customer experience.
- Meet with People Leaders throughout the day to plan and monitor total store activities.
- Lead colleagues in executing and completing assigned tasks.
- 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.
- Lead and participate in upkeep of the At Your Service area, processing customer orders, and maintaining back-of-house areas to 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 acceptance and respect to strengthen relationships and create authentic connections with colleagues, customers, and communities.
Benefits
- Competitive pay
- 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/financial advice
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
