Furniture Backline Advocate Concierge - 7:45am - 4:00pm w/4 of 8 weekend days

Macy's is more than just a store; it has been a part of memorable moments for over 160 years. The Furniture and Mattress Concierge specialist plays a key role in providing end-to-end support for customers, ensuring a smooth and seamless delivery experience through proactive communication and collaboration with various teams.

Responsibilities

• 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

• Demonstrated ability to address customer inquiries promptly and effectively, ensuring resolution and satisfaction
• Excellent verbal and written communication skills with an ability to communicate effectively with customers, store colleagues, and delivery teams
• Strong problem-solving abilities to collect data, analyze situations, and propose effective solutions
• Ability to assess a situation and adapt quickly to changing customer expectations and needs
• Ability to collaborate with internal and external teams to minimize friction and escalation or sales loss
• Flexibility to handle unexpected problems and changes in delivery schedules, ensuring customers are kept informed and satisfied
• Ensure all client information and delivery details noted and timely follow up is completed to ensure customer satisfaction
• Self-motivated and driven individual with a strong work ethic and the ability to work independently or collaboratively
• 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
• Candidate with 6 months of call center experience
• Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel
• Occasionally required to move about the workplace and reach with hands and arms
• Requires close vision
• Able to work a flexible schedule based on department and company needs

Benefits

• Comprehensive health and wellness coverage
• 401(k) match to invest in your future
• Paid time off and eight paid holidays
• Continuous learning and leadership development
• Joining one of our Colleague Resource Groups
• Volunteer opportunities
• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice

Company Overview