Customer Care Champion, Chicago - Full Time

Macy's

12d•Onsite

About The Position

Responsible for championing all customer related issues both pro-actively and reactively to ensure customer expectations are met and exceeded. This individual will have the responsibility to make on the spot decisions both financial and operational to immediately resolve a customer need. This individual will also serve as the liaison between FBCS/MCCS and their location, including the location’s Hubs.

Requirements

Associate's Degree and 3-5 years direct experience required.
Prior Furniture and Bedding experience.
Exemplary customer service skills to include: Handling potentially upset/displeased customers.
Ability to maintain confidentiality.
Must possess excellent written and verbal communication and telephone skills.
Must possess excellent organizational and follow up skills and be detail oriented.
Analytical and Problem solving Skills.
Ability to add, subtract, divide and multiply in all units of measure, using whole numbers, decimals and fractions.
Ability to read and interpret instructional documents such as safety rules, operating and maintenance instructions, and procedural manuals.
Resourceful self-starter, works well independently as well as part of a team.
Must be proficient in the use of computers and handheld technology.
PC skills desired; Macy’s Systems Knowledge, Word, Excel, Outlook.
Ability to work a flexible schedule, including day, evening, weekends, and/or holidays.

Responsibilities

Primary contact for FBCS/MCCS on resolution of escalated customer concerns to ensure a high level of customer service.
Increase customer satisfaction through collaboration with FBCS/MCCS and reach an effective resolution.
Ensure all Customer concerns are completed to customer’s satisfaction, including exchanges.
Follow through on all unresolved customer issues until they are satisfied.
Own VIC Process which includes daily follow-up on outbound VIC merchandise and ensure quality through multiple visual inspections throughout day; inspections are inclusive of Hub deliveries.
Resolve and clearly document all open issues and timely resolution.
Maintain and work Customer follow up queue daily to ensure timely resolution on all issues.
Own follow up and resolution on all methods of customer communication including Presidential alerts, TL emails, Backline emails, Medallia comments.
Partner with respective Macy’s or Bloomingdale Division/Stores to resolve customer concerns, if necessary.
Use good judgment to escalate customer issues immediately and to the highest level needed, when necessary.
Partner with Delivery Team to resolve Q-Fails, review issues, contact customers, and reschedule delivery.
Inspect all open customer service issues or returned/refused VIC items in returns area and follow up with customers.
Any other responsibilities management deems essential.