Social Media Advocate

Bring Your Amazing Self to Work

At Macy's, Inc. we're on a mission to create a brighter future with bold representation for all. This is our Mission Every One. We know that each person here is unique. So we respect and invest in each individual to create growth, pride, and satisfaction. If we are able to bring our whole selves to work, it translates into a more abundant and wider array of ideas and energy for all to benefit from. Our success will be built on amazing colleagues, working together.

Job Overview

As a Social Media Customer Care Advocate, you will deliver outstanding support to our customers through social media platforms. You will serve as the primary contact for customers interacting with our brand on platforms such as Facebook, Instagram, LinkedIn, and X (formerly Twitter). This position requires excellent communication skills, meticulous attention to detail, and the capability to address customer inquiries promptly and professionally while upholding the brand's voice.

This position involves a combination of in-office and remote work.

What We Can Offer You

• An inclusive, challenging, and refreshingly fun work environment
• Competitive pay and benefits rooted in principles of equity
• Performance incentives and annual merit review
• Merchandise discounts
• Health and Wellness Benefits across medical, dental, vision, and additional insurance
• Retirement Savings Plan with 401k match opportunity
• Employee Assistance Program (mental health counseling and legal/financial advice)
• Resources for continuous learning and career growth
• Paid Time Off
• Fully-Funded education benefits - may include 100% of tuition, books, and fees
• Colleague Resource Groups (CRGs) and give-back/volunteer opportunities

What You Will Do

• Respond to customer inquiries via social media direct messages (Direct Messaging) promptly and professionally.
• Utilize the company's brand voice and tone to communicate effectively across all social media platforms.
• Efficiently resolve customer issues to ensure a positive customer experience.
• Monitor social media platforms for customer inquiries, feedback, and inappropriate content, ensuring prompt responses or removal actions as necessary.
• Remain knowledgeable about the company's products, services, policies, and updates to ensure accurate resolutions.
• Maintain awareness of current social media trends, tools, and innovations to improve service delivery.
• Collaborate with internal teams to escalate and resolve complex issues as needed.
• Provide feedback to the company on customer sentiment and recurring issues identified.
• Regular, dependable attendance and punctuality.
• Responsibilities may fluctuate due to business need

Skills You Will Need

• Technical Skills: Proficient with Social Media, especially Excel and Outlook, and knowledgeable in digital merchandising tools.
• Communication: Strong communication skills, both written and verbal, to facilitate open and continuous communication within the customer, team and across functional lines.
• Customer Service Excellence: Demonstrated ability to address escalated customer inquiries promptly and effectively, ensuring resolution and satisfaction.
• Problem-Solving: Strong problem-solving abilities to collect data, analyze situations, and propose effective solutions.
• Collaboration: Ability to collaborate with internal teams, including Escalation Leads, to minimize and manage escalations effectively.
• Attention to Detail: High level of attention to detail for composing accurate reports, interpreting instructions, and managing multiple priorities.
• Self-Motivation: Self-motivated and driven individual with a strong work ethic and the ability to work independently or collaboratively.
• Time Management: Ability to manage multiple priorities and consistently meeting deadlines in a dynamic work environment.

Who You Are

• Minimum of one year of experience as a social media representative or in a comparable position is required.
• Preferably 1+ year of customer service experience.
• Extensive understanding of social media platforms (e.g., Facebook, Instagram, LinkedIn, X) and their optimal practices.
• Proficient in using social media tools and technologies.
• Passion to resolve customer problems in a constructive and forward-looking way and of managing multiple tasks at once in a fast-paced environment
• Able to work a flexible schedule including evenings & weekends
• Empathic, patient, and professional while dealing with customers, especially in stressful situations
• Strong organizational skills to manage multiple tasks with moving parts
• Flexible and able to use sound judgment in ambiguous situations, and be

Essential Physical Requirements:

• Prolonged periods (at least two consecutive hours) of sitting
• Regularly required to sit, talk, hear, reach with hands and arms, requires close vision.
• Frequent use of computers and handheld electronic equipment

About Macy's

Now is an exciting time for a Macy's career as we continue to focus on creating exciting and memorable experiences for every Macy's customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career and make a difference to your Macy's colleagues and customers.

Bring your creativity, energy, and ideas to the Macy's team - Apply Today!

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