Summary

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

• 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.
• 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.
• 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.

Requirements

• Minimum 1 year of 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.
• Willingness to work a flexible schedule based on business needs, which will include evenings, weekends, and holidays.
• Exhibits a gracious and welcoming attitude to others.
• Approaches each internal/external customer interaction in the spirit of developing a trusting, long-term relationship.
• Takes ownership of internal/external customer problems and resolves them quickly.
• Accurately reads the emotions and reactions of the person(s) he/she is communicating with, and adjusts appropriately.
• Adapts to work effectively with others who have different communication/working styles.
• Thinks creatively when faced with business challenges or opportunities.
• Continually expands personal knowledge of new products, services, solutions and/or offerings, and uses that knowledge to gain internal/external customers.
• Exhibits flexibility and remains calm in a changing environment.
• Takes ownership for personal development, setting personal goals and initiating career/development discussions.
• Shows enthusiasm for learning more about his/her area of expertise and the retail industry.
• Brings an elevated level of energy to all work activities.
• Maintains effectiveness in diverse work environments where circumstances and priorities are changing.
• Describes the wants and needs of customers and other external factors that influence the business.
• Consistently demonstrates high standards for all aspects of his/her work.