Bluemercury Customer Care Specialist - Hybrid Flex, various schedules with weekend days

Macy's

8d•Hybrid

About The Position

The Bluemercury Digital Customer Care Specialist engages with an upscale client base, creating outstanding customer experiences to ensure the business operates productively and achieves sales, service, and profit goals. They communicate with customers via telephone, chat and email regarding service-related inquiries and solve problems. Additionally, they collaborate with stores, carriers, distribution centers, and executives to deliver an omnichannel experience and perform other duties as assigned.

Requirements

Customer Service Excellence: Demonstrated ability to address escalated customer inquiries promptly and effectively, ensuring resolution and satisfaction.
Communication: Excellent verbal and written communication skills for interacting with customers, drafting detailed correspondence, and presenting findings.
Problem-Solving: Strong problem-solving abilities to collect data, analyze situations, and propose effective solutions.
Analytical Skills: Proficiency in collecting and analyzing data to track trends, identify opportunities, and make data-driven decisions.
Collaboration: Ability to collaborate with internal teams, including Escalation Leads, to minimize and manage escalations effectively.
Attention to Detail: High level of attention to detail for composing accurate reports, interpreting instructions, and managing multiple priorities.
Regulatory Knowledge: Experience with credit services and familiarity with regulatory or government agencies such as the CFPB/BBB is advantageous.
Self-Motivation: Self-motivated and driven individual with a strong work ethic and the ability to work independently or collaboratively.
Deadline Management: Ability to manage multiple priorities and meet deadlines consistently in a dynamic work environment.
Candidates with a High School diploma or equivalent are encouraged to apply.
Minimum of 2-3 years of experience in elevated customer care, hospitality, or related fields.
Able to work a flexible schedule based on department and company needs.

Nice To Haves

Experience with credit services and familiarity with regulatory or government agencies such as the CFPB/BBB is advantageous.

Responsibilities

Provide outstanding service to Bluemercury clients through digital channels, including telephone, chat and email.
Ensure the client is always the priority, delivering an exceptional customer experience.
Develop expert product knowledge, understanding features and benefits, and communicate this information to clients.
Navigate multiple systems, applications, and resources to service clients and resolve issues.
Make independent decisions to assist clients effectively.
Build sales and customer loyalty by using product and service knowledge to develop repeat business and fully resolve complex issues.
Assist with Macy’s.com overflow calls as needed.
Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
Maintain regular, dependable attendance and punctuality.
Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
In addition to the essential duties mentioned above, other duties may be assigned.

Benefits

competitive pay and benefits
comprehensive health and wellness coverage
401(k) match
paid time off
eight paid holidays
continuous learning and leadership development
Merchandise discounts
Performance-based incentives
Annual merit review
Employee Assistance Program with mental health counseling and legal/financial advice