Furniture Backline Advocate Concierge - Full time Hybrid, Various Schedule w/4 0f 8 weekend days

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

The Furniture and Mattress Concierge specialist plays a key role in providing end-to-end support for our Furniture and Mattress customers from the point of sale through day of delivery. We deliver on our promise of Genuine Hospitality to our customer every day. We build trust with proactive communication, by understanding and adapting to their specific needs and always keeping our word.  Working in partnership with store selling colleagues, Supply Chain partners and delivery teams we ensure our top customers have a smooth and seamless delivery experience. This is an inbound and outbound customer facing role focused on providing an elevated customer experience. 

What You Will Do

• Order management – Keep track of customers and their upcoming deliveries including sending necessary communications to upstream and downstream partners
• Focus on providing exceptional service to concierge customers ensuring a smooth delivery experience
• Provide proactive and reactive communication based on customer inquiries via phone or email.
• Partner with Store and Supply Chain teams to ensure customer needs are addressed timely.
• Educate and resolve customer contacts regarding a variety of issues including offering extended warranty program opportunities
• Quickly identify potential roadblocks to order completion and work with teams to provide resolution
• Answer and Update store colleagues about their concierge clients. 
• Maintain regular and punctual attendance, including in hybrid work setups.

Skills You Will Need

Customer Service Excellence: Demonstrated ability to address customer inquiries promptly and effectively, ensuring resolution and satisfaction.

Communication: Excellent verbal and written communication skills with an ability to communicate effectively with customers, store colleagues, and delivery teams. This includes introducing themselves to customers, providing timely updates and resolving issues.

Problem-Solving: Strong problem-solving abilities to collect data, analyze situations, and propose effective solutions.

Analytical Skills: Ability to assess a situation and adapt quickly to changing customer expectations and needs.

Collaboration: Ability to collaborate with internal and external teams to minimize friction and escalation or sales loss

Adaptability: Flexibility to handle unexpected problems and changes in delivery schedules, ensuring customers are kept informed and satisfied.

Attention to Detail: Ensure all client information and delivery details noted and timely follow up is completed to ensure customer satisfaction. 

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.

Who You Are

• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
• Candidates with a High School diploma or equivalent are encouraged to apply. 
• Candidate with 6 months of call center experience. 
• This role involves performing essential job functions such as communication, collaboration, and use of office and computer systems. Responsibilities include the ability to access and review written and electronic information, and to move within the work environment and interact with workplace materials as needed to carry out job responsibilities.
• Able to work a flexible schedule based on department and company needs. 

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities. 

Some additional benefits we offer include: 

• Merchandise discounts 
• Performance-based incentives 
• Annual merit review 
• Employee Assistance Program with mental health counseling and legal/financial advice 

Access the full menu of benefits offerings here.

About Us

This is a great time to join Macy’s! Whether you’re helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people’s lives.

Join us and help write the next chapter in our story - Apply Today!

This job description is not all-inclusive and may not apply to colleagues covered by a collective bargaining agreement. Macy's Inc. reserves the right to amend this job description at any time. Macy's Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment. 

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