Summary Statement: The Service Concierge is an integral part of the selling environment with a primary focus on delivering service excellence. These associates welcome clients, discover the purpose for their visit, and guide clients through their journey. Their contribution enables a modern, seamless, luxury client experience, by anticipating clients' needs and removing potential obstacles. They will also perform limited administrative and transactional duties, to support the client experience.
Responsibilities & Duties
Experience concierge - Provides Service Excellence, establishing Neiman Marcus as an Industry Leader for client experience
Ensures all clients are greeted and welcomed warmly in a timely manner, acting as a personal host, and joining the client's in-store journey.
Discovers the purpose of the client's visit by engaging authentically, encouraging conversation and determines the best next step to ensure a seamless experience.
Reads the client's cues and helps expedite their experience.
Empowered to make thoughtful gestures creating moments to earn memories.
Process Expert - Guarantees the customer's experience is efficient and easy
Swiftly manages escalated customer issues; partnering with in-store leadership when required.
Provides timely follow-through on customer requests, inquiries, and needs.
Regular appointment partnership with Client Advisors - ensuring consistent client engagement and providing forethought to customer expectations.
Leverages digital, in-store, and web-based communication tools for comprehensive client perspective, enabling clear path to exceed expectations.
Services Champion - Global Store Experience Ambassador
Principal staffing in Client Services, offering clients a destination for inquiries and services requests.
Assists with returns, curbside pickup, buy online / pick up in store, change requests, cash pickup and other duties as assigned
Coordinates with internal services partners to deliver seamless client experiences and exceeding expectations.
Promotes all in-store activations, animation, events, InCircle benefits, and services, including alterations, the restaurant, spa treatments, valet, appropriate for client based on acquired information and client cues.
Qualifications
Minimum 1 year of experience
Experience in customer service or hospitality industries with proven ability to effectively promote products and services
Familiar with and able to use retail and mobile technologies
Associates must be willing to work a flexible schedule based on business needs, which will include evenings, weekends, and holidays
Inclusive Benefits
We offer an inclusive and comprehensive range of benefits to our valued associates, including: • Medical, Dental, Vision Benefits • Disability Benefits • Paid Parental Leave, Paid Family Leave, and Adoption Support • Paid Time Off • Retirement Savings Plan (401K) and Life Insurance • Financial Solutions • NMG Associates Core Discount of 30% • Personal and Professional Development Opportunities
For more information, please click "Our Benefits" section on our career site or reference the link here: https://www.neimanmarcusgroup.com/benefits