Overview:
The Furniture Gallery Captain is an elevated hourly colleague that supports sales, support, and administrative functions within Big Ticket (Furniture / Mattresses / Rugs) and the 4 walls of the Furniture Gallery, providing override capability, driving business effectiveness, and focusing on assigned tasks as defined by the Store Manager/People Leader. As a Furniture Gallery Captain you will be responsible for prioritizing the customer experience through Active Supervision and enhancing the service culture. You will have a key role in communicating expectations and priorities to colleagues. You will help create a fun and engaging store environment for customers and colleagues. As an advocate for the customer, you will role model and provide fast feedback on how to make every customer experience optimal. You will also be responsible for coordinating all functions of the administrating and hiring process in the Furniture Gallery. This position leads to Sales and Customer Experience Manager or Operations and Visual Merchandising Manager.
Macy's uses a scheduling plan that allows our associates to participate in the creation of their work schedules by managing availability and identifying preferences. Additionally, during key events and peak selling times, Macy's may offer additional shifts to our associates, which they may pick up using the self-scheduling tool. Details on Macy's schedule options are available during the interview process.
Essential Functions: - Participate in Active Supervision by circulating the selling floor, directing and redirecting colleagues, while supporting daily leadership priorities to optimize the customer experience and support sales volume within specific area of responsibility
- Assist with customer service issues as needed, with the ability to override for resolution
- Manage customer and colleague flow to the needs of the business
- Execute store opening and closing procedures (with access to alarms systems and keys)
- Assist people leader with managing workload and/or projects as requested
- Provide feedback and observations to the people leader
- Role model ability to build lasting customer relationships
- Coordinate distribution of all incoming communications (including faxes, e-mails, memos, letters, newsletters, and phone calls) from customers, employees, management, and the general public
- Coordinate all functions of the hiring process, including prescreening applicants, correspondence with applicants, scheduling interviews with store management, and onboarding
- Balance vault and store checkbook and perform other cash functions on a daily basis
- Act as Tech liaison and train colleagues and people leaders on how to call in repairs
- Help build a proactive and solution-oriented customer centric culture to ensure consistent customer experiences
- Meet with People Leader daily to discuss total store activities to monitor and focus on for the day
- Perform all applicable support and/or administrative duties in addition to the above
- Manager customer service issues to completion
- Educate others in the use store systems such as POS, MPOS, RF equipment, MyClient, SOCR, MyStore App
- Perform other duties as assigned
- Regular, dependable attendance and punctuality
Qualifications:
Education/Experience: - High School Diploma or equivalent required.
- Previous retail experience required.
- At least one year of supervisory experience preferred.
Communication Skills: - Effective verbal and written communication skills.
- Ability to engage with customers and find appropriate service solutions.
Mathematical Skills: - Basic math functions such as addition, subtraction, and calculating percentages coupled with the ability to use mobile devices.
Reasoning Ability: - Self-starter, able to work independently and as part of a team and must have good time management skills.
Physical Demands: - This position involves constant moving 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.
Other 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.
Work Hours: - Flexible with scheduling and available to work retail hours which may include day, evening, weekends and/or holidays, based on department and store/company needs.
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