Digital Customer Care Specialist

ABOUT

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

The Specialist, Digital Customer Care, is a champion for the customer who will take the lead in quality assurance for digital customer service communication and service recovery efforts at Bloomingdale's. The specialist is dedicated to elevating the digital customer experience at Bloomingdale's, ensuring the rapid and appropriate resolution of digital Net Promoter Score (NPS) surveys and other feedback sources. The specialist will be a key partner to the Customer Strategy and Digital Teams, ensuring that customer feedback, friction points, and insights are effectively captured, analyzed, and communicated to drive strategic improvements. The Specialist will oversee the maintenance and optimization of customer-facing FAQs and policies on the website. This role will report to the Sr. Manager, Elevated Customer Care, and is part of the larger Customer Experience and Strategy Team.

ESSENTIAL FUNCTIONS

Customer Feedback Management

• Serves as the organizational escalation point for digital customer issues and corresponds with customers and Digital Customer Care as necessary
• Manages digital feedback end-to-end, including responding to all digital NPS surveys, with the authority to take decisive actions that prioritize the customer's needs and ensure their satisfaction.
• Partners with ICUC on responses and escalations from social media and local feedback, i.e., Instagram, Google
• Assists Sr. Manager, Elevated Customer Care with customer escalations, including outreach and problem solving
• Provides guidance to store leadership to resolve escalated issues
• Maintains records of escalated and widespread issues to quantify customer impact

Customer Advocacy and Communication:

• Listens to the digital customer voice through NPS surveys, CSAT surveys, Social Media reviews, and MCCS Speech Analytics, identifying key themes, strengths, and opportunities
• Captures, analyzes, and reports on customer feedback trends, providing actionable insights to help resolve customer problems at their source

Website Content and Policy Oversight

• Oversees the maintenance and optimization of customer-facing FAQs and policy pages on the website, ensuring that content is accurate, up-to-date, and aligned with Bloomingdale's voice
• Regularly reviews and suggests updates to website policies to meet the changing needs and expectations of customers

QUALIFICATIONS AND COMPETENCIES

• 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
• 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)