Human Resources Contact Center Specialist - Mon - Fri 10:30 AM - 7 PM EST

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

The HR Contact Center Specialist provides HR support to colleagues throughout the company via incoming phone calls, colleague-initiated chats, and self-service cases. As part of the Colleague Support Center, specialists ask probing questions to understand individual queries, provide accurate answers, conduct effective research, and direct colleagues to the appropriate resolution or partner as necessary. This role involves escalating colleague needs to other teams when issues arise. Specialists may also need to make outbound calls to resolve colleague issues or questions. They must maintain a high level of confidentiality regarding sensitive inquiries and colleague data.

This position is predominantly office-based, with the possibility of a hybrid work-from-home arrangement contingent upon meeting performance expectations. Work hours are Monday - Friday 10:30 a.m. - 7 p.m. EST.

What You Will Do

• Provide excellent customer service to confidently communicate with colleagues, ensuring accurate Service Level Agreements (SLAs) and expectations are met, as evaluated by the department's quality standards.
• Utilize HR records, systems, and case management systems to thoroughly review disputed transactions.
• Collaborate with management to identify trends and issues, offering recommendations for policy and procedure improvements as appropriate.
• Follow instructions and established guidelines while referring exception cases to Supervisor/Manager.
• Provide empathetic, accurate, and timely customer service, employing de-escalation techniques when needed, to maintain a satisfactory or better-quality score on monthly call evaluations.
• Meet all required metrics, including Service Level Agreements, Call/Non-Call Time Management, and quality and quantity call center measurements.
• Clearly communicate procedures and policies verbally and in writing, accurately document case categories and complete case notes within the case management tool for ease of reporting and research.
• Handle assigned self-service cases and chats based on completed training, acquired skills/knowledge, and schedule availability.
• Fulfill special duties as assigned, such as training and special projects.
• Maintain regular, dependable attendance, and punctuality.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.

Skills You Will Need

Independent Judgment: Capacity to exercise independent judgment and knowledge to ensure that departmental procedures and regulations are met.

Problem-Solving: Capacity to ask probing questions to understand individual queries and effectively research and direct colleagues to the appropriate resolution or partner as necessary.

Professionalism: Capability to remain professional in all circumstances when handling confidential information and interacting with customers, colleagues, and teammates.

Interpersonal Skills: Strong interpersonal skills with a positive demeanor and proven ability to communicate effectively with diverse groups of users both by phone and in writing. Understanding of individual colleague needs and the ability to express empathy towards their perspective while using critical listening skills.

Excellent Customer Service: Ability to provide exceptional customer service when communicating with colleagues, ensuring accurate Service Level Agreements (SLAs) and expectations are met.

Communication: Strong verbal and written communication skills to clearly communicate procedures, policies, and case details to colleagues.

Collaboration: Capability to collaborate with management to identify trends and issues, offering recommendations for policy and procedure improvements.

Adaptability: Ability to adapt to the needs of challenging calls, demonstrating empathy, de-escalating as needed, and responding appropriately to emotional reactions.

Who You Are

• Candidates with a High School diploma or equivalent are encouraged to apply. 6 months+ of HR-related experience preferred.
• 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 including days, evenings, and holidays based on department and company needs.

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.

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!

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.

HRCOM00