Specialist, Customer Care and Feedback

Long Island City, New York
16 May 2022
18 Sep 2022
Full Time
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 to bring 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, Customer Care & Feedback is a consummate customer advocate who will take the lead in quality assurance for customer service communication and service recovery efforts at Bloomingdale's. The Specialist, Customer Care & Feedback is responsible for ensuring the rapid and appropriate resolution of escalated customer issues and for supporting stores in their issue resolution when partnership is needed. The Specialist, Customer Care & Feedback owns the oversight of the quality and timeliness of communication and issue resolution relative to Net Promoter Score (NPS) surveys and Central Customer Service communication and will assist in NPS reporting needs. The Specialist will report into the Director of Customer Care and is part of the larger Customer Strategy team responsible for elevating the voice of the customer to ensure it's a consistent input into organizational strategy development.

Essential Functions:
  • Manages senior executive escalated service issues from end-to-end with the empowerment to always do what's right for the customer
  • Serves as store escalation point for customer service issues; corresponds with customer and partners with MCCS and stores as necessary to research customer issues
  • Tracks customer issues and identifies opportunities to improve and prevent customer pain points
  • Supports Fine Jewelry events by partnering with MCCS Credit Granting to provide seamless transactions
  • Manages Social Media escalated issue resolution and process
  • Monitors store NPS responses weekly for effectiveness and timeliness
  • Monitors Credit Granting and Loyallist Backline responses to store queries to ensure customer expectations are being met
  • Monitors daily Calls-Not-Answered (CNA) issues store reporting as needed to communicate and assist stores in resolving problem extensions
  • Develops productive relationships with MCCS partners for all manners of customer assistance
  • Maintains the SharePoint Customer Care page

Qualifications and Competencies:
  • Bachelor's Degree from a 4-year college or university required
  • 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; standard work hours for this role is 11am-8pm EST , but will need to be flexible beyond these standard hours based on company needs.
  • 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)

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