Facility Management Team Call Center Representative

OVERVIEW OF POSITION:

Call Center Representative are an integral part of the Facility Management Team, supporting all Macy’s Inc. locations in the event of catastrophic/business impacting emergencies, and obtaining quick resolutions to all maintenance and environmental issues within each store. Call Center Representative 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.
Travel requirement: - Travel may be required to conduct field training and/or to receive specialized training

KEY ACCOUNTABILITIES:

• All schedules include either Saturday or Sunday with day off during the week. The call center is open 20 hours a day and 24 hours during the holidays and emergencies-schedules are non-standard hours.
• Operate the Macy’s Inc. Oracle based work order (eAM) and purchase order (MFA) systems.
• 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.
• Maintain high level of customer service
• Work with stores, vendors and Expense Payables for quick resolution on all vertical issues, repairs, violations and fines.
• Coordinate with facilities team and stores for resolution and completion on all store violations, including fire marshal, DEP, EPA and all other state and federal agencies.
• Issue purchase orders and update work orders accordingly
• Perform various Facility Call Center assignments and special projects as delegated.
• Regular, dependable attendance & punctuality

Qualifications:

• 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.
• Must be able to work independently with minimal supervision.
• Must be able to make sound decisions.
• This position requires regular walking, standing, hearing, and talking. May occasionally be required to stoop, kneel, or crouch. Vision abilities include close vision, color vision, depth perception, and ability to adjust focus.
• This position requires long hours of sitting in front of a computer and answering phones.
• Strong typing and computer skills, Microsoft Office, Lotus Notes or equivalent.
• Strong sense of urgency and excellent follow up skills
• Ability to prioritize and multi-task.
• Ability to remain calm in emergency situations.
• Strong leadership profile and excellent negotiation skills.
• 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. The call center is open 20 hours a day and 24 hours during the holidays and emergencies. Schedules are non-standard hours.

Macy's is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.