| About |
| Macy’s is proudly America’s Department Store. There’s a reason we’ve been around for 160 years. Customers come to us for fashion, value and celebration. Our colleagues are empowered to grow their careers while finding meaningful ways to make a difference. Macy’s Credit and Customer Service (MCCS) supports the digital and in-store shopping experience and manages relationships with our credit cardholders. Our call center teams support and drive hundreds of millions of dollars in sales annually. We solve problems so our customers can get back to shopping! MCCS is a people-focused culture where we support one another to be our best for our customers. Join a people-focused culture and a FUN, collaborative team! We serve customers across a wide span of hours of operation, allowing for a variety of work shifts and availability of hours. Do you love helping people get answers and solve problems? If so, there’s an opportunity for you to shine at Macy’s Credit and Customer Service. |
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| Job Overview |
| Taking leadership on assigned department projects. Responsible for clear and concise communication to senior leadership when system issues occur, training for system coordinators, downtime reporting and SharePoint manipulation. Supervising, coaching, documenting coaching, and developing assigned colleagues. Identifying and troubleshooting existing department applications for Digital, Fraud, Collections and Credit Services l and Credit systems and acting as a department liaison for system outages and network problems. Identifying and diagnosing system application issues during systemic outage, performing other duties as assigned. |
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| Essential Functions |
- Identify and diagnose system outage issues and communicate findings for Digital, Fraud, Collections and Credit Services
- Field calls from store colleagues during systemic outages
- Knowledge of Avaya CMS (timetables, skilling adjustments, etc)
- Advocate for System Stability during testing with MTech and external business partners.
- Train, supervise, coach, and develop staff; track attendance; provide input on performance evaluations.
- Facilitate assigned projects; develop and execute test plans and Time & Action plans.
- Gather statistical information; develop customized reporting; and communication
- Support Digital/Fraud/Collections/Credit businesses and outsourcing; make recommendations to management for improvement.
- Identify training needs, opportunities, trends, brokens, and fix-its; make training recommendations to management.
- Knowledge of system coordinator and Admin I responsibilities and act as back up to their roles
- Staffing of system stability phone line for ticket processing and colleague troubleshooting
- Regular, dependable attendance and punctuality.
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| Competencies |
| • High School or GED • One to three months of related experience and/or training preferred. • Strong interpersonal skills with proven ability to communicate with diverse groups of users by phone. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations; write reports, business correspondence, and procedure manuals; effectively present information and respond to questions from groups of managers, and clients. • 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 |
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| Physical Requirements |
| • Requires prolonged periods of sitting and constant communication with customers • 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 |
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