Customer Care Advocate - Full Time Hybrid- Various shifts, Willowbrook TX

Macy's•Houston, TX

7d•Hybrid

About The Position

Macy's is seeking a Customer Care Advocate, a trusted advisor for their most valued loyalty customers. This role involves interacting with customers via phone, chat, and email to deliver Genuine Hospitality through warm, distinctive, and highly personalized experiences. The advocate will manage each customer interaction from start to finish, resolving complex inquiries related to orders, loyalty benefits, and Macy's services. Additionally, they will maximize each interaction by providing expert product advice, making thoughtful recommendations, and helping deliver a memorable experience that strengthens lifelong connections with Macy's top customers. This is a hybrid role with regular in-office requirements.

Requirements

Strong written and verbal communication skills with the ability to interact effectively with customers, colleagues, and supervisors.
Ability to manage multiple inquiries in a fast-paced, multi-channel environment while delivering accurate, high-quality resolutions.
High-touch customer service and sales experience with a customer-focused, problem-solving mindset.
Technical proficiency with multiple applications, dual monitors, and Microsoft Office Suite tools.
Strong decision-making, research, analytical, and detail-oriented skills.
Availability to work a flexible schedule including days, evenings, weekends, and holidays.
Full-time colleagues are typically scheduled to work 30 or more hours per week.
All schedules contain weekend shifts as part of the requirements.

Nice To Haves

Passion for fashion, trends, and Macy’s services, with the ability to build authentic customer connections.
Experience delivering strong customer service while identifying and driving sales opportunities.
Knowledge of consumer protection guidelines, loyalty programs, and policies that support exceptional resolutions.
At least 6 months of customer service and sales experience preferred.

Responsibilities

Creating genuine connections to build strong relationships with customers by delivering warm, personalized interactions that make them feel valued and welcomed.
Fostering trust through intentional, thoughtful engagement that strengthens long-term connections.
Addressing mistakes with authenticity and empathy, acknowledging customer concerns and demonstrating a commitment to resolving issues.
Taking the time to understand each customer’s needs and ensuring their experience is valued.
Proactively managing each customer interaction, providing clear communication and effective solutions.
Ensuring customer questions and concerns are resolved promptly, giving full attention to their needs throughout the process.
Following through on commitments and keeping customers informed at every step.
Restoring confidence when challenges arise and delivering solutions that demonstrate reliability, clarity, and care.
Using sound judgment and empathy to make fair, balanced decisions.
Anticipating customer needs, providing appropriate solutions, and empowering yourself to create positive outcomes that enhance the overall experience.
Deliver hospitality and personalized service to Macy’s most loyal customers across phone, chat, and email, building meaningful relationships that drive long-term loyalty.
Resolve complex inquiries—including orders, loyalty benefits, credits, accommodations, and urgent escalations—with confidence, empathy, and attention to detail.
Guide customers through product discovery, make tailored recommendations, and suggest additional products to maximize satisfaction and sales.
Share product knowledge, current fashion trends, and Macy’s promotions to provide credible, luxury-caliber advice in an engaging, approachable manner.
Leverage analytical insights, creative problem-solving, and technical tools to meet or exceed sales goals and service KPIs.
Take ownership of customer concerns, follow through on commitments, and drive issues to resolution with clear communication and accountability.
Assess customer needs carefully, identify the root of the concern, and determine the most effective and appropriate resolution.
Manage escalated situations with urgency, empathy, and professionalism while helping restore confidence in the brand.
Maintain dependable attendance, punctuality, and flexibility to support all service channels as business needs evolve.

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/financial advice