At Your Service Captain, South Bay Galleria - Full Time
About The Position
The At Your Service Captain is an elevated hourly colleague who advocates for customers, models strong service for colleagues, and applies expertise in customer satisfaction, problem-solving, and brand loyalty. Under the supervision of a People Leader, the Captain communicates expectations and priorities to colleagues and drives results through promotional and omnichannel selling initiatives, including Buy Online Pickup in Store and Curbside services. Advancement opportunities include Sales and Customer Experience Manager. The position leads and participates in customer-service and store-support activities, helps coordinate store tasks, supports order fulfillment, and maintains the At Your Service area and back-of-house spaces. The role also performs applicable sales and support duties. This job description may not be all-inclusive or apply to colleagues covered by a collective bargaining agreement; Macy’s reserves the right to amend it.
Requirements
- Flexible availability, including days, evenings, weekends, and holidays, with regular, dependable attendance and punctuality.
- Ability to communicate effectively with customers and provide clear direction to colleagues.
- Ability to take initiative and adapt quickly to changing customer expectations and needs.
- Resourcefulness and ability to adapt quickly to changing priorities and deadlines.
- High school diploma or equivalent.
- Ability to stand or walk for prolonged periods, including 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
- 1–2 years of direct retail experience preferred.
Responsibilities
- Model customer advocacy and provide feedback on ways to improve customer experiences.
- Resolve customer issues with customer-focused solutions, including converting returns into exchanges.
- Promote the 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 and build 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
