Colleague Support Center Agent

About:

Macy’s is proudly America’s Department Store. For more than 160 years, Macy’s has served generations at every stage of their lives. Customers come to us for fashion, value and celebration. The Macy’s HR team puts colleagues at the center of everything we do.

Are you passionate about helping people grow and develop? Do you love getting people the resources they need to be successful? With approximately 100,000 employees to support, Macy’s Human Resources offers a variety of options for your HR career - from compensation and benefits to talent acquisition and beyond! You’ll work with a team of collaborative HR professionals responding to the dynamic needs of our business functions.

Job Overview:

This position is responsible for the intake of all calls coming into the Colleague Support Center. Effectively research, accurately answer or direct the colleague to the appropriate resolution/contact for all HR/General Inquiry questions or concerns. Escalate calls to the appropriate team when issues arise. Make outbound calls as needed to resolve issues or questions for colleagues.

Perform other duties as assigned.

Essential Functions:

• Provide excellent customer service to all colleagues and People Leaders regarding HR/General Inquiry questions; maintain a satisfactory or better quality score on monthly call evaluations.
• Effectively research and document all cases using the AskHR application to appropriate conclusion.
• Demonstrate a working knowledge of systems and other research tools, applications; accurately use the systems and tools to drive a high level of performance.
• Meet all required measurements including but not limited to Service Level Agreements, Call/Non-Call Time Management, Quality and Quantity call center measurements.
• Demonstrate working knowledge of HR and General Inquiry topics by accurately responding to colleagues questions – providing first call resolution.
• Effectively communicate procedures and policies both verbally and in writing; document accurate case categories and complete case notes within the case management tool to ensure ease of reporting and research as needed.
• Handle self-service cases and chats as assigned based on completed training, achieved skills/knowledge and schedule availability.
• Demonstrate a working knowledge of AskHR data and reporting to provide feedback and responses to highlight efficiencies – first call resolutions.
• Regular, dependable attendance and punctuality.

Qualifications and Competencies:

• High School Diploma or equivalent required
• 6 - 12 months of related experience

• Strong interpersonal skills with proven ability to communicate with diverse groups of users by phone
• Excellent customer service skills and the ability to handle confidential information with the utmost discretion
• Ability to work a flexible schedule with retail hours, including day, evening, weekends, and/or holidays

Physical Requirements:

• Requires prolonged periods of sitting and constant communication with colleagues
• Requires working with multiple computer screens and programs simultaneously for extended periods of time.
• Occasionally required to move/reach, stoop, kneel and crouch
• Frequently lift/move up to 10lbs