At Macy's, Inc. we're on a mission to create a brighter future with bold representation for all. This is our Mission Every One. We know that each person here is unique. So we respect and invest in each individual to create growth, pride, and satisfaction. If we are able to bring our whole selves to work, it translates into a more abundant and wider array of ideas and energy for all to benefit from. Our success will be built on amazing colleagues, working together.

 

Job Overview

The Executive Office Administrator plays a key role in managing and resolving escalated customer inquiries directed to senior management or governmental/consumer advocacy agencies, including the Executive Offices of Macy's and Bloomingdale's.

 

Additionally, this position handles correspondence related to legal actions, responds to escalated calls, and performs various duties aimed at enhancing the customer experience. While not a supervisory role, it is instrumental in providing elevated customer care and ensuring compliance with regulations.

This role is Part Time and can be based out of Mason or Tampa.

 

What You Will Do

• Address escalated customer or agency inquiries promptly and effectively to achieve resolution.
• Communicate with customers to gather necessary information for issue resolution.
• Prepare and send detailed communications to customers outlining the resolution of their inquiries.
• Develop and maintain tools for reporting and monitoring to track trends and identify opportunities.

 

• Research and present insights on customer service trends and areas for enhancement.
• Collaborate with Escalation Leads and other teams to minimize and manage escalations.
• Provide assistance to various departments as required to ensure smooth operations.
• Proactively identify and suggest enhancements to processes and systems.
• Maintain regular and punctual attendance, including in hybrid work setups.

 

 

Skills You Will Need

Customer Service Excellence: Demonstrated ability to address escalated customer inquiries promptly and effectively, ensuring resolution and satisfaction.

Communication: Excellent verbal and written communication skills for interacting with customers, drafting detailed correspondence, and presenting findings.

Problem-Solving: Strong problem-solving abilities to collect data, analyze situations, and propose effective solutions.

Analytical Skills: Proficiency in collecting and analyzing data to track trends, identify opportunities, and make data-driven decisions.

 

Collaboration: Ability to collaborate with internal teams, including Escalation Leads, to minimize and manage escalations effectively.

Attention to Detail: High level of attention to detail for composing accurate reports, interpreting instructions, and managing multiple priorities.

Regulatory Knowledge: Experience with credit services and familiarity with regulatory or government agencies such as the CFPB/BBB is advantageous.

 

Public Speaking: Effective public speaking and presentation skills to convey information clearly and confidently.

Self-Motivation: Self-motivated and driven individual with a strong work ethic and the ability to work independently or collaboratively.

Deadline Management: Ability to manage multiple priorities and meet deadlines consistently in a dynamic work environment.

 

Who You Are

• Dedicated to fulfilling ideals of diversity, inclusion, and respect that Macy's aspires to achieve every day in every way.
• Candidates with a High School diploma or equivalent are encouraged to apply. Minimum of 2-3 years of experience in elevated customer care, hospitality, or related fields. 

 

• 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.
• Able to work a flexible schedule based on department and company needs. 

 

What We Can Offer You

• An inclusive, challenging, and refreshingly fun work environment
• Competitive pay and benefits rooted in principles of equity
• Performance incentives and annual merit review
• Merchandise discounts
• Health and Wellness Benefits across medical, dental, vision, and additional insurance
• Retirement Savings Plan with 401k match opportunity
• Employee Assistance Program (mental health counseling and legal/financial advice)

 

• Resources for continuous learning, career growth, and leadership development
• 8 paid holidays
• Paid Time Off (first year prorated depending on start date)
• Tuition reimbursement program
• Guild education benefit funds 100% of tuition, books, and fees in designated programs
• Colleague Resource Groups (CRGs) and give-back/volunteer opportunities
• Empowerment and autonomy to perform impactful work with tangible results

 

About Macy's

Now is an exciting time for a Macy's career as we continue to focus on creating exciting and memorable experiences for every Macy's customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career and make a difference to your Macy's colleagues and customers.

 

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