Digital Customer Care Specialist

About

Bloomingdale's makes fashion personal and fun, aspirational yet approachable. Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. We will always strive to make Bloomingdale's like no other store in the world. Everyone plays a critical role in bringing our mission to life. Regardless of position, we believe all colleagues have a voice and access to share their thoughts with every level of leadership. Our colleagues are passionate, driven, entrepreneurial and collaborative. We welcome and embrace diversity of background, thought and opinion while having a lot of fun along the way.

Job Overview

The Specialist, Digital Customer Care is a consummate customer advocate who will take the lead in quality assurance for digital customer service communication and service recovery efforts at Bloomingdale's. The Specialist is responsible for ensuring the rapid and appropriate resolution of digital Net Promoter Score (NPS) and Customer Satisfaction (CSAT) feedback in partnership with colleagues across site and Customer Service. The Specialist will be a key partner to Customer Voice and Digital teams, providing feedback as a primary input into Customer Experience strategy. The Specialist will report into the Manager of Elevated Customer Care and is part of the larger Customer Experience & Strategy team.

Essential Functions

• Listens to the digital customer through NPS surveys, CSAT surveys and Product Reviews, identifying key themes, strengths and opportunities and advocating for the needs of the customer.
• Manages digital feedback from end-to-end with the empowerment to always do what's right for the customer.
• Serves as organizational escalation point for digital customer service issues; corresponds with customer and partners with Customer Service Team (MCCS) as necessary.
• Tracks digital feedback and identifies opportunities to improve and prevent customer pain points at the source.
• Research digital issues, providing specificity and context to digital product partners.
• Develops productive relationships with MCCS partners for all manners of customer assistance.

Qualifications and Competencies

• 2-3+ years of relevant work experience.
• Thinks like a customer and embodies a customer-centric mindset that drives customer advocacy with cross-functional partners.
• Demonstrates a strong sense of urgency - critical.
• Ability to work a flexible schedule based on department and Company needs - some weekend hours will be required.
• Outstanding relationship orientation with the ability to build meaningful relationships with key business stakeholders across our Macy's, central organization, and stores.
• Excellent communication (written, verbal, storytelling) skills; high level of creativity, independence, and ability to project confidence.
• Team player who is a self-starter and can thrive in fast-paced, results-oriented environment.
• Maintains confidentiality and security of sensitive company information.
• Influences stakeholders without direct reporting authority, gaining consensus, managing conflict, and resolving issues when the occur.
• Excellent computer skills, including Microsoft Office Suite (Excel, Word, PowerPoint).