Service Associate
"Once a customer comes in to this department, I make sure they walk away satisfied. That customer will not only refer other people to Macy's, but they will want to come back to my department. It helps the company overall by increasing their profitability and also building a solid reputation."
 | Why did you join Macy's East and why have you stayed? |  |
I joined Macy's East because I was looking for a part-time job. I have stayed because that part-time job turned into a full-time position. This position gives me the opportunity to work on my customer service skills that I have learned over the years. It is a challenging department and I love dealing with the different people every day. I find it rewarding to help a customer by giving them a variety of options on what they are looking to purchase and helping them make the right decision. If they find what they are looking for, then I have done my job.
| What do you enjoy most about what you do and what are your overall job responsibilities? | |
I sell our merchandise, handle returns, and provide customer service. I enjoy interacting with the customers the most. Many times a customer comes in unsure of exactly what they are looking for. I really enjoy showing them options in our department so they can make a choice and fulfill their needs.
| What contribution do you make to your division and how does this contribute to the company's overall success? | |
I like to think that the contribution I make to the company is through my customer service. Once a customer comes in to this department, I make sure they walk away satisfied. That customer will not only refer other people to Macy's, but they will want to come back to my department. Overall, it helps the company by increasing their profitability and also building a solid reputation.
| What has been your most memorable moment since joining the company? | |
I enjoy being able to turn around a customer's attitude about Macy's. One day, I had a woman come into my department who was not sure exactly what she wanted. I spent about 20 minutes with her, showing her our different products and helping her make the right decision. When I rang her up she told me she usually hates shopping at Macy's because she has had some really bad experiences with our service. She said that I had really changed her mind about the store. She appreciated me working with her and giving her the service she needed. She left the store feeling very satisfied and with a whole different attitude toward Macy's as a whole.
| How has the training you've received since joining the company benefited you? | |
The training has benefited me by helping me improve on my customer service skills I learned from a previous company. I really think this is the most important aspect of my job and the training has helped me to become more knowledgeable and effective. Now, I train new associates that come into my department. I show them the floor and the merchandise, help them with working the register, give them a brief education of the department, and most importantly, teach them how to work with customers.
| What do you like best about your work environment? | |
I like the interaction with the people that come into this department the best. Some people come in here really cranky and in a bad mood. I enjoy helping them and getting them to smile and feel good about their purchase when they leave. We also have a pretty good rapport here among the staff. We try to work as a team and really help one another. For instance, if I am closing, I try and get done as much as I can for the opener. I make sure all the signs are out so all the next person has to do is open the store and await the customers.
| What personal interests/hobbies do you have and how do you balance them with your work? | |
I like sports and I have a daughter. It can be hard at times to balance everything you want to do with work and raising a family, but I think it's really important. I try to balance them by combining my interests. If I take my daughter to the park, I try to play with her and also get some time to play a game of basketball with my friends. I usually work from nine until six every day. With a set schedule I can plan my personal time.
| What advice would you give to a new employee joining the company in a position similar to yours? What helped you establish yourself and move ahead with your career goals? | |
My advice to a new employee is to make sure they are motivated and self-starters. It's important that they do not wait to be led around the department. They should be aggressive. The only way you are really going to learn anything is by putting yourself out there. I have always considered myself independent and proactive. I really think that has helped me to move ahead in this organization. I began working part-time, but when I saw what Macy's had to offer, I came back as full-time. I know that in order for me to achieve my goals, I must work hard and put myself out there.
| What do you see in the future for Macy's, Inc. and specifically for Macy's East? | |
I see nothing but growth for Macy's, Inc. The only way you will attain that growth is by making sure your customers are satisfied and I know that is a very big concern in our store. I see a lot of potential for Macy's East. If we concentrate on our customers and give them quality service, we can turn any negative responses around and they will continue shopping here.
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