Job description

At Your Service Captain, Twelve Oaks - Full Time

Novi, MI, United States

JOB DESCRIPTION

Job Overview

The At Your Service Captain is an elevated hourly colleague that supports functions within the At Your Service department of the store, providing override capability, driving business effectiveness, and focusing on assigned tasks as defined by the Manager of Business Administration. As an At Your Service Captain, you will be responsible for prioritizing the customer experience through active supervision of the AYS colleagues and by enhancing the service culture in the AYS department. You will have a key role in communicating expectations and priorities to colleagues. As an advocate for the customer, you will role model and provide fast feedback on how to make every customer experience optimal. This position leads to Sales and Customer Experience Manager or Operations and Visual Merchandising Manager.

Essential Functions

• Occasionally participate in Active Supervision by circulating the selling floor, directing and redirecting colleagues while supporting daily leadership priorities to build a proactive and solution-oriented customer centric culture within At Your Service.
• Role model ability to build lasting customer relationships:
• Accurately fulfill online order pickup and drop-off as needed by being proficient in order fulfillment processes and retail technology systems
• Positively impact key performance metrics such as net promoter score and curbside wait time
• Enhance the in-store customer experience by integrating Macy’s app usage while assisting customer
• Stay up to date on current products, services, promotions, and policies to further enhance the customer experience
• Handle customer questions regarding location of specific merchandise within the store and general inquiries, and introduce customer to appropriate selling agents

• Meet with People Leader daily to discuss total store and AYS activities to monitor and focus on for the day.
• Participate in workload planning meetings to assist People Leader with managing workload and/or projects as needed.
• Manage customer and colleague flow within AYS to the needs of the business.
• Execute store opening and closing procedures if needed.
• Provide feedback and contribute observations via People Leader.
• Oversee colleague execution and completion of daily AYS responsibilities.
• Have practical knowledge of store systems and ability to educate others.
• Perform all applicable sales and/or support duties in addition to the above.
• Perform other duties as assigned.
• Regular, dependable attendance and punctuality.

Competencies

• High School Diploma or equivalent required.

• Previous retail experience required.
• At least one year of supervisory experience preferred.
• Effective verbal and written communication skills.
• Ability to engage with customers and find appropriate service solutions.
• Basic math functions such as addition, subtraction, and calculating percentages coupled with the ability to use mobile devices.
• Self-starter, able to work independently and as part of a team and must have excellent time management skills.
• Ability to maintain focus on a given plan for an extended period of time, while still providing a high level of attention to detail.
• Must be comfortable operating with firm deadlines in place.
• Must be flexible with scheduling and available to work retail hours that may include day, evening, weekends and/or holidays based on department and store/company needs.

Physical Requirements

• This position involves constant walking and standing.
• Involves standing for at least two consecutive hours.
• Involves lifting at least 30 lbs.
• May occasionally involve reaching, stooping, kneeling, crouching, and climbing ladders.
• May involve reaching above eye level.
• Involves close vision, color vision, depth perception, and focus adjustment.

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Weekend availability

Work Location: In person

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