Macy's Stores Operations Center Representative, Woodbridge Center - Full Time

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 position is not remote; it will be based in our on-site Operations Center in Woodbridge, NJ. Macy's Stores Operation Center (MSOC) Reps are an integral part of the Store Environment Team, supporting all Macy's Inc. locations in the event of catastrophic emergencies, business impacting emergencies, and obtaining quick resolutions to all maintenance and environmental issues within each store. MSOC Reps are required to respond to work on an "on call" basis for emergencies to support the business continuity team and work non-standard hours and flexible shifts. Perform other duties as assigned.

After successfully completing training and 90 days on site the position is eligible for a hybrid work schedule, which is in the office three days a week and remote two days a week.

What You Will Do

Macy's Stores Operation Center (MSOC) Reps are an integral part of the Store Environment Team, supporting all Macy's Inc. locations in the event of catastrophic emergencies, business impacting emergencies, and obtaining quick resolutions to all maintenance and environmental issues within each store.

• All schedules include either Saturday or Sunday with day off during the week. The MSOC is open 24 hours a day, including weekends and holidays. Schedules are non-standard hours.
• Utilize Service Channel for repair and service work orders.
• Answer emergency calls from stores via the MACY911 hotline and make emergency notifications to senior management.
• Receive emergency and non-emergency calls and take appropriate action.
• Dispatch outside service providers to include by not limited to vertical transportation, trash management, pest control, cosmetic waste, universal waste, etc.
• Operate the Macy's Inc. Oracle based purchase order (MFA) system. Issue purchase orders and update work orders accordingly.
• Maintain high level of customer service
• Coordinate with facilities team and stores for resolution and completion on all store violations, including fire marshal, and all other state and federal agencies.
• Perform various Store Environment assignments and special projects as delegated.
• Maintain regular, dependable attendance & punctuality
• Adhere to MSOC processes and procedures

Skills You Will Need

• Technical Proficiency: Strong typing and computer skills, Microsoft Office (Teams, Outlook, Excel, etc) or equivalent, and familiarity with CMMS or other work order systems. Preferred experience with Service Channel.
• Analytical Skills: Ability to read, write, and interpret instructional documents such as reports and procedure manuals.
• Communication: Excellent written and verbal communication skills. Ability to remain calm in emergency situations.
• Problem-Solving: Must be able to make sound decisions. Have ability to prioritize and multi-task, and exhibit a strong sense of urgency and excellent follow up skills.
• Reliability: Must be able to work independently with minimal supervision. Strong sense of urgency and excellent follow up skills. Ability to work in an office/call center environment as this position is in a call center in Woodbridge, NJ and is not a remote call center position.

Who You Are

• Associates Degree or 1-2 years of experience in a call/customer service center preferred
• Ability to read, write, and interpret instructional documents such as reports and procedure manuals
• Excellent written and verbal communication skills
• Basic math functions such as addition, subtraction, multiplication, and division.
• Must be able to work independently with minimal supervision
• Must be able to make sound decisions.
• Strong typing and computer skills, Microsoft Office (Teams, Outlook, Excel, etc) or equivalent
• Strong sense of urgency and excellent follow up skills
• Ability to prioritize and multi-task
• Ability to remain calm in emergency situations
• Ability to work a flexible schedule based on department and store/company needs
• May be required to respond after hours, weekends and holidays (24/7) during emergencies
• All schedules include either Saturday or Sunday with day off during the week

Essential Physical Requirements You Will Perform

• This position requires long hours of sitting in front of a computer and answering phones.
• Position requires prolonged periods of standing/walking around store or department
• May involve reaching, crouching, kneeling, stooping and color vision
• Frequent use of computers and other technology, necessary to perform job functions, including handheld equipment, cash register and ability to process register transactions
• Frequently lift/move up to 25lbs

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.

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice

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 an inclusive work environment.