About the position

Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. Customer Care Specialists are responsible for delivering an intimate and distinctive customer experience by responding to Bloomingdale’s customer inquiries via phone/chat/email. As a Digital Customer Care Specialist at Bloomingdale’s, you will take complete responsibility for resolving customer inquiries related to sales, loyalty programs, and services, turning challenges into positive outcomes. You will assist customers in finding desired products, use your expertise to offer additional recommendations, and contribute to an environment of ongoing education and innovation to achieve effective solutions. We are motivated by our commitment to excel with our customers by being accessible, knowledgeable, and constantly engaging.

Responsibilities

• Greet and connect with customers in a warm, genuine way—showing appreciation and care for their experience.
• Ask thoughtful questions to understand customer needs and recommend products that inspire purchases with newness and relevance.
• Provide options and solutions that make completing the sale simple and enjoyable.
• Wrap up each interaction by celebrating the customer’s purchase, sharing in their excitement, and leaving them with a lasting positive impression.
• Master Macy’s products, services, loyalty programs, and selling systems to confidently guide customers and suggest additional items that enhance their shopping experience.
• Handle incoming calls, chats, and emails promptly and professionally—listening with empathy, addressing concerns, and delivering timely resolutions.
• Create a personal and enjoyable shopping experience that feels aspirational yet accessible, using strong selling skills and suggestive techniques.
• Bring Macy’s customer experience to life in every interaction by adapting to changing needs, taking initiative to learn, and applying sound decision-making and analytical skills.
• Navigate multiple computer systems with ease in a dual-monitor environment while adhering to consumer protection rules, policies, and guidelines.
• Maintain consistent, dependable attendance and punctuality.
• Flexibly support customers across phone, chat, and email channels as business needs evolve.

Requirements

• Strong written and verbal skills to ensure clear, consistent communication with customers, teammates, and cross-functional partners.
• Solid understanding of product features and benefits to provide expert guidance tailored to customer needs and preferences.
• Ability to build positive relationships and collaborate effectively with colleagues at all levels and across departments.
• Skilled in conducting thorough research and follow-up to deliver accurate resolutions and a seamless customer experience.
• Approach challenges with creativity, strategic insight, and technical thinking—leveraging empowerment to make customer-focused accommodations (e.g., price adjustments, exceptions, or gift card solutions).
• Strong attention to detail in managing daily tasks, reviewing reports, and ensuring business objectives are achieved.
• Work closely with stores, suppliers, distribution centers, buyers, and senior leaders to resolve complex issues and reinforce customer relationships as a top priority.
• Passion to resolve customer problems in a constructive and forward-looking way and of managing multiple tasks at once in a fast-paced environment.
• Able to work a flexible schedule including evenings & weekends.
• Enthusiasm for the fashion and the skills to provide outstanding customer care.
• Strong organizational skills to manage multiple tasks with moving parts.
• Flexible and able to use sound judgment in ambiguous situations, and be able to manage multiple projects at once while maintaining superior results.
• Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.

Nice-to-haves

• Minimum of one year customer service or sales experience preferred.

Benefits

• Comprehensive health and wellness coverage
• 401(k) match
• Paid time off
• Eight paid holidays
• Continuous learning and leadership development
• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice