At Your Service Captain, Eastview - Full Time

About the role

As the At Your Service Captain, you are an advocate for the customer and a role model for your colleagues. You are an elevated hourly colleague, expert in customer satisfaction, problem‑solving, and building brand loyalty. You will drive results through promotional and Omni selling initiatives such as By Online Pickup in Store and Curbside services, and communicate expectations and priorities to colleagues under the supervision of a People Leader. Advancement opportunities include Sales and Customer Experience Manager.

Responsibilities

• Provide fast feedback and role‑model outstanding customer experiences.
• Ensure high‑level customer service through problem‑solving and customer‑focused resolutions, e.g., converting a return into an exchange.
• Promote the Macy’s mobile app to enhance the in‑store experience.
• Meet with People Leaders throughout the day to plan and monitor total store activities.
• Lead colleagues in execution and completion of assigned tasks.
• Provide continuous feedback to People Leaders that drives positive customer experience and improves processes.
• Perform store opening and closing procedures, including accessing the alarm system and settling registers.
• Lead and participate in upkeep of the At Your Service area, processing customer orders, and maintaining back‑of‑house areas for By Online Pickup in Store and Curbside services.
• Stay current on updates to services, promotions, and policies.
• Educate colleagues on point‑of‑sale technology, radio‑frequency equipment, and applications used to fulfill customer orders.
• Perform all applicable sales and support duties.
• Foster an environment of acceptance and respect that strengthens relationships and ensures authentic connections with colleagues, customers, and communities.

Requirements

• Flexible availability, including days, evenings, weekends and holidays with regular, dependable attendance and punctuality.
• Proficient in communicating effectively with customers and providing clear direction to colleagues.
• Self‑starter who adapts quickly to changing customer expectations and needs.
• Resourceful and able to adapt quickly to changing priorities and deadlines.
• 1‑2 years of direct retail experience preferred.
• High school diploma or equivalent.

Physical Requirements

• Prolonged periods (at least two consecutive hours) of standing/walking around the store or department.
• Frequent use of computers and handheld electronic equipment.
• Reaching, including above eye level, crouching, kneeling, stooping and color vision.
• Lifting and moving items weighing up to 30 lb.

Benefits

• Competitive pay and performance‑based incentives/bonuses.
• Comprehensive health, vision, dental, life, and disability insurance options.
• 401(k) match.
• Paid time off, eight paid holidays, and PTO accruals.
• Merchandise discounts.
• Annual merit review.
• Employee Assistance Program with mental health counseling and legal/financial advice.
• Access to a full menu of benefits offerings.
• Colleague Resource Groups and volunteer opportunities.
• Continuous learning and leadership development.

Schedule

Full‑time colleagues are typically scheduled to work 30 or more hours per week; part‑time colleagues are typically scheduled 12‑24 hours per week. Hours are dependent on business needs and colleague availability.