Digital Customer Care Advocate - Full Time Hybrid, Various shifts - Mason OH

Job Overview

As a Macy’s Digital Customer Care Advocate, you are a trusted advisor for our most valued loyalty customers. Through phone, chat, and email, you will interact with customers delivering Genuine Hospitality through warm, distinctive, and highly personalized experiences. You will be responsible for managing each customer interaction from start to finish, resolving complex inquiries related to orders, loyalty benefits, and Macy’s services. You will maximize customer interactions to provide expert product advice and make recommendations to upsell and deliver a memorable customer experience that strengthens lifelong connections with Macy’s top customers.

About the Role

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.

What You Will Do

• Deliver hospitality and personalized service to Macy’s most loyal Platinum customers across phone, chat, and email, building meaningful relationships that drive long-term loyalty.
• Resolve complex inquiries—including orders, loyalty benefits, credits, accommodations, and urgent escalations—with confidence, empathy, and attention to detail.
• Guide customers through product discovery, make tailored recommendations, and suggest additional products to maximize satisfaction and sales.
• Share product knowledge, current fashion trends, and Macy’s promotions to provide credible, luxury-caliber advice in an engaging, approachable manner.
• Leverage analytical insights, creative problem-solving, and technical tools to meet or exceed sales goals and service KPIs.
• Follow through on commitments and maintain clear communication, restoring confidence when challenges arise.
• Consistently embody Macy’s values by fostering genuine connections, respect, and inclusivity with customers and colleagues.
• Maintain dependable attendance, punctuality, and flexibility to support all service channels as business needs evolve.

Essential Physical Requirements

• Talking, sitting, reaching with arms/hands; frequent use of computers and technology (including handheld equipment).
• Sitting and talking for at least two consecutive hours; lifting at least 10 lbs.; stooping, kneeling, crouching.
• Reaching, including above eye level.
• Close vision, color vision, depth perception, and focus adjustment.
• Navigating multiple computer applications from a dual monitor setup.
• Walking, standing, communicating, crouching; ability to sustain long periods enclosed in surveillance areas.

What We Can Offer You

• Competitive pay and benefits package including comprehensive health and wellness coverage, a 401(k) match, and paid time off.
• Prioritize your well-being with paid time off and eight paid holidays.
• Grow your career with continuous learning and leadership development.
• Build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.
• 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. CALL00 This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Additional benefit details are available at macysJOBS.com.