Credit Customer Service Representative, Full Time Hybrid , Various Shifts with Weekends - Mason OH

Macy's•Deerfield Township, OH

21d•Hybrid

About The Position

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 As a Digital Seller, you will guide customers through their shopping journey by handling inbound calls, chats, and emails for furniture, bedding, and fine jewelry. This role focuses on delivering a great customer experience while driving sales through relationship building, personalized recommendations, upselling, and cross-selling. You will help customers find the right solutions, resolve issues professionally, and make every interaction feel helpful and engaging. This is a hybrid role that includes regular in-office requirements. These are the available schedules: 9:45am-6:00pm w/ 4 of 8 weekend days 11:15am-7:30pm w/4 of 8 weekend days 12:45pm-9:00pm w/4 of 8 weekend days 1:45pm-10:00pm w/ 4 of 8 weekend days Why This Role Matters This role matters because it shapes how customers experience Macy’s through service, selling, and problem resolution. By listening carefully, understanding customer needs, and offering thoughtful solutions, you help create a personalized experience that builds loyalty and trust in the Macy’s brand. Balancing customer care with sales opportunities helps drive business results and makes each interaction more meaningful. How Our Colleagues Spend Their Day… Our colleagues create genuine connections by starting every interaction with warmth and sincerity. They know that hospitality is a feeling—shown through a smile, a kind word, and intentional conversations that build trust and lasting relationships. When mistakes happen, they apologize authentically listening with empathy , valuing the customer's experience, and committing to making things right. They take the time to truly understand customer needs before acting. They take ownership in every situation, being proactive in finding solutions, offering helpful resources, and communicating clearly and confidently. Their full attention is always on the customer . To reassure customers, they follow through with clarity and consistency, delivering on promises and making things right when expectations aren't met. They know that excellence is shown by focusing on what matters most to the customer. What To Expect In this role, you will support customers by phone, chat, and email while handling questions, purchases, and issue resolution in a fast-paced environment. You will use selling skills to recommend products, offer solutions, and close sales in a natural, customer-focused way. Business needs may shift, so flexibility, dependability, and the ability to adapt quickly are important for success.

Requirements

Strong written and verbal communication skills
Ability to deliver a customer-first experience in every interaction
Selling skills, including product recommendations, upselling, and cross-selling
Strong problem-solving, research, and decision-making skills
Comfort using multiple computer applications and dual monitors
Strong attention to detail and ability to manage multiple tasks
Flexibility to work evenings, weekends, and across communication channels based on business needs
Regular, dependable attendance and punctuality

Nice To Haves

One year of customer service or sales experience preferred
Product knowledge in furniture, bedding, fine jewelry, or similar categories
Experience in a fast-paced customer contact environment
Ability to handle complex customer situations with sound judgment and professionalism
Enthusiasm for fashion, home, and delivering exceptional customer care

Responsibilities

Create a welcoming experience by greeting customers warmly and showing appreciation for their business.
Guide customers to the right products by asking thoughtful questions, identifying their needs, and recommending relevant options.
Drive sales through personalized service, suggestive selling, upselling, and cross-selling across furniture, bedding, and fine jewelry.
Handle inbound calls, chats, and emails efficiently while resolving customer issues with empathy, professionalism, and urgency.
Partner with stores, suppliers, distribution centers, buyers, and leadership to resolve complex or urgent customer needs.
Bring consistency, sound judgment, and attention to detail to every interaction while adapting to changing business needs.

Benefits

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