Stores Credit Experience Escalation Lead - Late Shift - Mason OH

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

As a Stores Credit Experience Escalation Lead, you are providing exceptional customer service to customers and store colleagues regarding escalated issues that include credit-related inquiries, issues, and requests. You will serve as a partner for frontline colleagues with escalated issues, ensuring a positive customer experience and resolving problems efficiently. This role requires strong communication skills, a solid understanding of credit services, problem solving and the ability to work in a fast-paced environment.

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.

What You Will Do

• Customer Service: Provide outstanding customer service with MCCS and Store colleagues by addressing escalated customer inquiries, concerns, and complaints related to credit services promptly and professionally
• Issue Resolution: Investigate and resolve customer issues or disputes related to credit reports, billing, payments, account balances, and other credit-related matters in a timely manner.
• Documentation: Accurately record and maintain customer information, interactions, and case details in the customer relationship management (CRM) system
• Communication: Communicate effectively and professionally with customers, MCCS and Store colleagues, ensuring a positive and empathetic tone.
• Customer Issue Management: Handle customer issues and escalations in a professional and empathetic manner. Investigate the root cause of issues, work towards a satisfactory resolution, and escalate complex issues to the appropriate department or supervisor as required.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities. 
• Other duties as assigned

Who You Are

• Experience in customer service or a related field, preferably in the credit services industry Strong verbal and written communication skills
• Like to problem solve and able to manage customer inquiries
• Empathic, patient, and professional while dealing with customers, especially in stressful situations Enjoy meeting people, learning about them, and sharing information
• Resourceful and eager to start a new venture and can adapt to changing priorities; you can work on your own but are great with team dynamics
• High-School diploma or related experience

Essential Physical Requirements You Will Perform

• This position requires talking, sitting and reaching with arms and hands.
  • Involves sitting and talking for at least two consecutive hours, lifting at least 10lbs., stooping, kneeling, and crouching
  • Reaching, including above eye level
  • Involves close vision, color vision, depth perception, and focus adjustment
• Frequent use of computers and other technology, necessary to perform job functions, including handheld equipment
• Able to navigate multiple computer applications from a dual monitor setup

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. 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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