Credit Customer Service Representative, Full Time Hybrid, Various Shifts with Weekends- Mason OH

Be part of an amazing story

Macy’s is more than just a store. We’re a story. One that’s captured the hearts and minds of America for more than 160 years. A story about innovations and traditions…about inspiring stores and irresistible products…about the excitement of the Macy’s 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We’ve been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.

Job Overview

In your role as a Macy’s Stores Credit Experience Advocate, you will offer outstanding customer service to both customers and store colleagues who have credit-related questions, concerns, or requests. You will be the primary contact, guaranteeing a positive customer journey and effectively addressing issues. This position requires strong communication skills, a solid understanding of credit services, and the ability to thrive in a fast-paced environment.

Why this role matters

This role matters because it serves as a key connection point for customers and store colleagues needing support with credit-related questions and account concerns. By resolving issues accurately, communicating clearly, and creating positive customer interactions, this role helps strengthen trust, loyalty, and the overall Macy’s customer experience.

How our Colleagues spend their day…

• Our colleagues create genuine connections by starting every interaction with warmth and sincerity. They know that hospitality is a feeling—shown through a smile, a kind word, and intentional conversations that build trust and lasting relationships.

• When mistakes happen, they apologize authentically listening with empathy, valuing the customer's experience, and committing to making things right.

• They take the time to truly understand customer needs before acting. They take ownership in every situation, being proactive in finding solutions, offering helpful resources, and communicating clearly and confidently.

• Their full attention is always on the customer. To reassure customers, they follow through with clarity and consistency, delivering on promises and making things right when expectations aren't met.

• They know that excellence is shown by focusing on what matters most to the customer

What To Expect

You can expect a fast-paced customer-focused environment where no two interactions are exactly the same. This role requires balancing multiple priorities while supporting customers through credit-related questions and concerns with empathy, professionalism, and accuracy. The schedule is hybrid and includes flexibility for evenings and weekends, and responsibilities may vary based on business needs, including supporting customers through inbound calls, chats, or emails.

How You’ll Make an Impact

• Offer an exceptional customer experience by warmly greeting and engaging with customers in a sincere and friendly way.

• Investigate and resolve customer issues or disputes related to credit reports, billing, payments, account balances, and other credit-related matters in a timely manner.

• Promote and communicate current sales and loyalty promotions.

• Document and update customer data, communications, and case details accurately within agent desktop platforms.

• Use sound judgment and empowerment to handle customer accommodations efficiently and appropriately.

• Partner with stores, suppliers, distribution centers, buyers, and senior executives on complex and urgent customer matters.

• Respond to customers through inbound calls, chats, or emails based on business needs.

Skills that Matter

Must Have

• Strong written and verbal communication skills.

• Ability to complete financial transactions accurately and proficiently.

• Strong problem-solving skills and sound judgment in a variety of customer and sales situations.

• Empathy, patience, and professionalism, especially in stressful situations.

• Strong organizational skills and the ability to manage multiple tasks in a fast-paced environment.

• Adaptability and flexibility to adjust quickly to changing customer needs and business priorities.

• Regular, dependable attendance and punctuality, with flexibility to work evenings and weekends.

Nice to Have

• One year of customer service or related experience, preferably in credit services, banking or retail selling.

• Experience handling customer issues across calls, chats, or email channels.

• Ability to build strong working relationships across stores and cross-functional teams.

Physical activities you will perform:

• This role involves performing essential job functions such as communication, collaboration, and use of office and computer systems. Responsibilities include the ability to access and review written and electronic information, and to move within the work environment and interact with workplace materials as needed to carry out job responsibilities.

• Frequently lift/move up to 10lbs

• Requires close vision, color vision, and ability to adjust focus

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

Some additional benefits we offer include:

• Merchandise discounts

• Performance-based incentives

• Annual merit review

• Employee Assistance Program with mental health counseling and legal/financial advice

• Access the full menu of benefits offerings here

Full-time colleagues are typically scheduled to work 30 or more hours per week, while part-time colleagues are typically scheduled 12-24 hours per week. All schedules contain weekend shifts as part of the requirements. Hours are dependent on business needs and colleague availability. Information regarding hours per week needed for benefit eligibility purposes can be found here.

About Us

This is a great time to join Macy’s! Whether you’re helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people’s lives.

Join us and help write the next chapter in our story - Apply Today!

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