A Customer Service Lead collaborates with Managers, Peer Leads and Colleagues throughout the store and is accountable to deliver a clean, neat and easy-to-shop store environment; maintain sales floor and fitting room standards, and ensure merchandise is sorted and worked back to the sales floor. A Customer Service Lead supports the execution of overseeing POS transactions inclusive of credit enrollment, replenishing merchandise as needed, ensuring markdowns are taken in a timely and accurate manner, and picking of fulfillment orders. Perform other duties as assigned.
Macy’s uses a scheduling plan that allows our associates to participate in the creation of their work schedules by managing availability and identifying preferences. Additionally, during key events and peak selling times, Macy’s may offer additional shifts to our associates, which they may pick up using the self-scheduling tool. Details on Macy's schedule options are available during the interview process.
Customer Service Functions:
Provide an exceptional customer shopping experience by ensuring both the in store and online customers are always the #1 priority.
Service the customer in a helpful and friendly manner helping them to find what they are looking for. This includes POS transactions and credit enrollment.
Collaborate with Managers, Leads and Colleagues throughout the store to deliver a clean, neat and easy-to-shop store environment; maintain sales floor and fitting room standards, ensure merchandise is sorted and worked back to the sales floor as time permits.
Help build a proactive and solution-oriented customer centric culture in shop to ensure consistent customer experiences.
Respond and address customer concerns quickly, collaborate with a Manager on complex issues as necessary.
Drive and exceed sales goals by developing a highly engaged and knowledgeable sales and service team.
Educate and train colleagues on the benefit of My Schedule Plus to strengthen attendance for adequate floor coverage.
Reinforce the benefits of opening credit accounts to drive incremental sales and customer loyalty through associate education.
Direct, assist in, and monitor:
Execution of pricing tasks including marking correct markup/markdown price on merchandise, using correct price change labels, conducing random price audits to ensure correct price is reflected on merchandise.
Execution of fulfillment; including picking, collection and transport to designated areas.
Execution of price changes in a timely and accurate manner. This includes marking merchandise, auditing accuracy, and communication of pricing issues to leadership.
Adherence to Asset Protection, Shortage and Safety, & Inventory Control procedures. As requested, participate in the both the RFID and physical inventory process.
Provide active leadership by continually directing colleagues and supporting daily priorities to optimize the customer experience and increase sales.
Role model ability to build lasting customer relationships ― provide colleagues with fast-feedback and redirection to foster the same behaviors, and recognize colleagues for practicing them.
Lead and motivate colleagues to properly balance customer service and task goals.
Assist the Merchandise Team Manager with workload planning (as necessary), colleague task assignments and execution; flex/adjust resources as workload and business needs dictate.
Assist Managers in the development of colleagues through consistent on-the-job training and coaching; ensure all procedures, policies, best practices and standards are understood and followed by colleagues.
Meet with Manager daily to discuss specific associate coaching needs based on observed customer interactions and redirection already provided. Coach colleagues based on Manager direction, and enter into MyStore App.
Ability to perform interviews and recognize friendly, customer-focused individuals to be hired into Colleague roles.
Lead colleague activities to ensure customer readiness and exceptional presentation standards. Alert Manager of any opportunities that are not aligned with this goal.
Support business both in customer service areas and specialized businesses as requested.
Proficiency in store systems ― POS, MPOS, RF equipment, MyClient, MyStore App ― and ability to educate others.
Perform these functions in an efficient manner; flex between tasks as directed by Supervisor.
Adhere to Asset Protection, inventory control and compliance procedures.
Ensure shortage prevention initiatives are executed.
Regular, dependable attendance and punctuality.
High School degree or equivalent.
Minimum 1 year previous retail experience required.
At least one year of supervisory experience preferred.
Excellent verbal and written communication skills.
Ability to interpret instructional documents such as safety rules, operating maintenance instructions and procedure manuals.
Ability to engage with customers and find appropriate service solutions.
Basic math functions such as addition, subtraction, and calculating percentages coupled with the ability to use mobile device
Self-starter, able to work independently and as part of a team and must have good time management skills.
Ability to delegate.
This position involves constant moving and standing.
Involves standing for prolonged or extended hours.
Involves lifting at least 30 lbs.
May occasionally involve reaching, stooping, kneeling, crouching, and climbing ladders.
May involve reaching above eye level.
Involves close vision, color vision, depth perception, and focus adjustment.
Strong organizational skills.
Able to multitask in a fast-paced environment.
Must possess a strong sense of urgency.
Able to empower and develop a team.
Should be comfortable with the use of computers, mobile technology, and frequent use of RF equipment.
Flexible with scheduling and available to work retail hours, which may include day, evening, weekends, and/or holidays, based on department and store/company needs.
This job description is not all inclusive. 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.