Bloomingdale's Digital Customer Care Specialist - Late schedule, Full-Time, Hybrid, With Weekends

Job description

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. 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 As a Bloomingdale’s Digital Customer Care Specialist, you will deliver a polished, highly personalized service experience across phone, chat, and email. With strong ownership and attention to detail, you will guide each customer interaction from first contact through resolution, creating experiences that reflect the sophistication, warmth, and elevated standards of the Bloomingdale’s brand. Eligible colleagues may also earn up to $350 monthly by meeting key performance and customer care metrics (must meet eligibility requirements. Incentive plan details available following onboarding). This is a hybrid role that includes regular in-office requirements. These schedules are currently available: Mon - Fri 11:45am-8pm w/4 of 8 weekend daysMon-Fri 1:45pm-10pm w/4 of 8 weekend daysWhy this role matters This role is essential to building customer trust, deepening loyalty, and bringing Bloomingdale’s distinctive service philosophy to life with every interaction. By pairing empathy with sound judgment and close attention to detail, you will help resolve concerns in a way that reinforces confidence in the brand and leaves a lasting impression. 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, high-touch environment where you will handle customer inquiries across multiple channels, work across several systems, and balance service, problem-solving, and brand standards with professionalism and attention to detail. How You'll Make an Impact Deliver an elevated service experience: Provide exceptional support across a high volume of inbound calls, chats, and emails while maintaining poise, precision, and professionalism. Own the customer journey: Lead each interaction from first contact through resolution, ensuring every experience feels thoughtful, seamless, and well cared for—proactively setting expectations and delivering on follow-up when resolution extends beyond the moment. Navigate complexity with grace: Work across multiple systems and service channels while balancing shifting priorities with composure and sound judgment. Resolve issues with discernment: Assess customer needs carefully, identify the root of the concern, and determine the most effective and appropriate resolution. Create meaningful connections: Listen attentively, ask thoughtful questions, and tailor recommendations that reflect each customer’s unique needs. Partner across the business: Collaborate with stores, vendors, MCCS, and omni-channel teams to support a smooth customer experience and timely resolution. Curate added value for the customer: Share relevant sales events and Loyallist offers in a way that enhances the overall shopping experience.Respond with urgency and care: Manage escalated situations with empathy, professionalism, and a commitment to restoring confidence in the brand. Identify and address root causes: Probe deeper to identify repeat friction points, recommend improvements, and collaborate to prevent future disruption. Maintain dependable attendance, punctuality, and professionalism. Support phone, chat, and email channels as business needs evolve Skills You Will Need Must Have Able to multitask in a fast-paced, customer-focused environment. Naturally curious and engaging, with a strong ability to understand customer needs and build meaningful connections across diverse groups. Strong communicator, both verbal and written, with experience engaging customers and colleagues through written communication. Sound judgment and problem-solving skills with the ability to stay calm under pressure. Passion for delivering an elevated luxury customer experience. Comfortable using multiple computer systems, including a dual-monitor setup. Able to handle financial transactions accurately and follow established policies and guidelines. Who You Are 1–2 years of customer-facing experience preferred, especially in roles requiring sound judgment, attention to detail, and