Retail Customer Experience Associate, Westland - Full Time - job 2 of 2

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 Senior Customer Experience Colleague, you will prioritize the customer experience by selling to our customers in the moment to service their needs. You will drive enterprise wide cross-category selling across multiple selling platforms to deliver sales goals, achieve sales growth, and enhance the shopping experience by providing personalized service in all departments. This position exemplifies the Own Your Style service model and requires a can-do attitude that goes above and beyond with a personable and efficient approach when servicing the customer. 

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

• Provide an exceptional customer experience by selling merchandise and meeting any need our customer may have whether its in-store or through virtual selling.
• Assist the customer and influence the sale by making the best product recommendations, focusing on size, fit, and style while leveraging product knowledge and digital resources (product descriptions, customer reviews, etc.).
• Engage and interact with customers during their in-store or online journey to acquire and grow client relationships by leveraging elevated outreach tools including My Client and company social media assets.
• Effectively develop and maintain relationships with peers and store leadership to problem solve and create the best possible outcome for the customer.  Share customer feedback daily to create a better customer experience.
• Use Point of Sale (POS) systems, client acquisition systems, and other store technology, including, but not limited to computers, tablets, smart phones, work-associated apps, and social media.
• Partner with store team, vendors, and community partners to develop, advertise, and host virtual and in-store events to deliver incremental sales.
• Maintain selling floor presentation following company merchandise directives and ensure fitting rooms are customer-ready by promptly clearing merchandise and returning it to the appropriate area on the selling floor. 
• Ensure receipt of new merchandise, unpack and set up new merchandise according to visual guidelines 
• Reconfigure store fixtures to prepare new layout and visual presentation for upcoming theme. 
• Perform store opening and closing procedures, including accessing alarm system and settling the registers   
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities

Skills You Will Need

• Product knowledge: Good understanding of the products you are selling and be able to give expert guidance to customers based on their wants, features, and choices. 
• Communication: Comfortable communicating with customers virtually, via phone, and in person. 
• Sales: Ability to build relationships with customers, achieve sales goals, and participate in pre-selling and sales-boosting events. 
• Technology: Utilize point of sale technology and applications to help in selling and fulfilling customer orders. 
• Continuous Learning: Self-driven to keep up with product knowledge and trends and stay current with all training through Macy’s educational resources. 
• Interpersonal Skills: Excellent interpersonal skills, with the ability to work effectively with colleagues at all levels and across departments.
• Collaboration: Partnership with the total team to drive sales and deliver the customer experience

Who you are

• Flexible availability, including days, evenings, weekends and holidays.
• Ability to effectively communicate and present information to customers, peers, and all levels of management.
• Resourceful and able to adapt quickly to changing priorities.
• At least 2 years of selling or customer experience preferred.       

Essential Physical Requirements 

• Position requires prolonged periods of standing/walking around store or department.
• Frequent use of computers and other technology, necessary to perform job functions, including handheld equipment, cash register and ability to process register transactions. 
• Reaching, including above eye level, crouching, kneeling, stooping, climbing ladders, and color vision.
• Lifting and moving items weighing up to 30 lbs.

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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