Customer Care Representative - Furniture, Hybrid Full-Time, Various Schedule with Weekends

Macy's
$17.25 - $25.39 / hr
paid time off, paid holidays, 401(k)
United States, Ohio, Deerfield
Jul 10, 2026
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 This role combines service excellence with solution-based selling in a hospitality-driven environment. You will manage inbound and outbound customer calls and support furniture and bedding purchases by answering questions about products, warranties, deliveries, returns, and exchanges. Using strong product knowledge and active listening, you will resolve issues, create a seamless customer experience, and educate customers on protection plans and other value-added services when appropriate. This role also includes performance-based sales opportunities, including WorryNoMore. This is a hybrid role that includes regular in-office requirements. Why this role matters This role helps create a positive end-to-end experience for customers purchasing furniture and bedding. By resolving concerns, supporting delivery needs, and providing clear guidance, this position helps protect customer trust, support sales goals, and reinforce a culture of genuine hospitality. 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 Expect a fast-paced, multi-channel environment where you will support customers by phone, chat, and email while balancing service excellence, sales support, and operational accuracy. This role supports customers before, during, and after delivery, with a focus on clear communication, timely follow-through, and effective issue resolution. How You'll Make an Impact * Deliver personalized, high-touch service across inbound and outbound calls, working queues, chat, and email, building trust and loyalty with every interaction * Create memorable customer experiences that strengthen connection to the brand. * Resolve complex delivery and service issues with confidence, empathy, and attention to detail. * Proactively communicate and follow through to build customer confidence and trust. * Support sales growth through thoughtful recommendations and education on protection plans and value-added services. * Assist customers with inquiries related to furniture, mattresses, deliveries, returns, exchanges, and warranties. * Guide customers before, during, and after delivery, including scheduling, tracking, and issue resolution. * Use product knowledge and policy guidance to recommend the best solutions. * Partner with store teams, delivery partners, and service technicians to ensure a seamless experience. * Maintain flexibility and adapt to changing customer needs and business priorities while staying detail-oriented and reliable. Skills that Matter Must Have * Strong verbal and written communication skills, with the ability to effectively engage customers, colleagues, and leadership. * Ability to investigate and resolve complex delivery-related customer concerns with confidence and accuracy. * Ability to manage multiple inquiries in a fast-paced, multi-channel environment while delivering accurate, high-quality outcomes. Customer-focused service and sales experience with a strong problem-solving mindset. * Comfortable navigating multiple systems, including dual monitors and Microsoft Office tools. * Demonstrates sound judgment, strong analytical skills, and attention to detail. * Handles customer concerns professionally while maintaining confidentiality. * Ability to navigate ambiguity and make informed, confident decisions. * Resilient and adaptable in a dynamic, changing environment. * Skilled at de-escalating customer concerns while maintaining trust; flexible to work a varied schedule, including days, evenings, weekends, and holidays. Nice to Have * Knowledge of consumer protection guidelines, loyalty programs, and policies that support effective customer resolutions. 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](https://employeeconnection.net/CareerSiteMedia/2024_2025_Hourly_BAAG_Macys_Bloomingdales.pdf). 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 and may not apply to colleagues covered by a collective bargaining agreement. 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. CALL00 This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Additional benefit details are available at macysJOBS.com.