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
