Furniture Backline Advocate, Full time Hybrid - Various Schedule W/4 of 8 weekend days

Macy's • Tampa, FL

10d • $18 - $27 • Hybrid

About The Position

As the Colleague Digital Specialist, you will be involved in handling a variety of reports and complex queues managing furniture and bedding sales check maintenance, financial corrections, customer follow-up. You will also spend time on internal and external customer-facing calls, all while adhering to strict processing deadlines. Your role includes investigating and resolving issues with customer sales checks that could not be resolved by the Frontline team.

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
• 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

• Big Ticket Contact Center experience preferred.

Responsibilities

• Analyze furniture and bedding sales check conditions to ensure actions are appropriate and care for the entire order to prevent customer call backs
• Follow documented procedures to work specified furniture and bedding sales check queues and functions
• Note sales checks as to action taken and track all work
• Engage with customers on inbound/outbound calls by applying appropriate customer service techniques and demonstrating sustained achievement of performance metrics and goals
• Master relevant business product and policy knowledge
• Perform order maintenance actions on the sales check
• Regular, dependable attendance and punctuality
• Assist in special projects that enhance the overall performance of the department
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED