At Your Service Captain, Westland - 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, brand loyalty, promotional and Omni selling initiatives, and services such as Buy Online Pickup in Store and Curbside. Under the supervision of a People Leader, the Captain communicates expectations and priorities to colleagues and may advance to Sales and Customer Experience Manager. Full-time colleagues are typically scheduled to work 30 or more hours per week; actual hours depend on business needs and colleague availability.
Requirements
- Flexible availability for days, evenings, weekends, and holidays, with regular, dependable attendance and punctuality.
- Proficiency in communicating effectively with customers and giving clear direction to colleagues.
- 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.
Nice To Haves
- 1–2 years of direct retail experience preferred.
Responsibilities
- Role-model customer advocacy and provide fast feedback on improving 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 store activities.
- Lead colleagues in completing assigned tasks and provide People Leaders with continuous 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 maintain back-of-house areas to standards for Buy Online Pickup in Store and Curbside services.
- Keep 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
- 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
