Service Ambassador

Summary Statement:

The Service Ambassador role functions as an integral part of the selling environment, specifically focused on welcoming clients, discovering the purpose for their visit, and guiding them through their journey. Their contribution enables a modern, seamless, luxury client experience, by anticipating client’s needs and removing potential obstacles. While the primary function of the Service Ambassador’s role is to support and deliver service excellence, they will also perform limited administrative and transactional duties, to support the client’s experience.

Responsibilities & Qualifications

1. Experience Leader – 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.
• Engages clients authentically, encouraging conversation.
• Discovers the purpose of the client’s visit and determines the best next step to ensure a seamless experience.
• Reads the client’s cues, joining them wherever they are in their shopping journey, and anticipates needs to exceed expectations.
• Consistently champions the selling ceremony ensuring every client receives a high-touch, in-store experience.
• Empowered to make thoughtful gestures creating moments to earn memories.

2. Process Expert – Guarantees the customer’s experience is efficient and easy

• Supports Operational functions improving efficiency, contributing to overall customer experience and satisfaction.
• Swiftly handles escalated customer issues; partnering with in-store leadership when required.
• Works as a global store concierge to seamlessly navigate all processes and services.
• 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.
• Assists with transactional operations, enabling the client advisors to remain fully engaged with clients.

3. Services Champion – Global Store Experience Ambassador

• Principal staffing in Welcome Suites/Points offering clients a destination for inquiries and services requests.
• Coordinates with internal services partners to deliver seamless client experiences and exceeding expectations.
• Promotes all in-store activations, animation, events, InCircle benefits, and services whenever engaged with clients.
• Recommends services, including alterations, the restaurant, jewelry cleaning, spa treatments, valet, appropriate for client based on acquired information and client cues.
• Works to increase awareness and engagement with the entire Neiman Marcus services portfolio.

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

Competencies

Passion for People

• Exhibits a high energy, positive and welcoming attitude to others
• Is forethoughtful, bold, and enterprising
• Enjoys working with the public and creating memorable moments
• Adapts personal approach in response to diverse situations and people

Passion for Business

• Continually expands personal knowledge of new products, services, solutions and/or offerings, and uses that knowledge to gain internal/external customers.
• Thinks creatively when faced with business challenges or opportunities
• Has great attention for details
• Exhibits flexibility and remains calm in a changing environment

Passion for Personal Growth

• Continuously builds skills and knowledge through training, coaching, and career experiences
• Conveys energy and enthusiasm for Neiman Marcus Group and personal work
• Adapts personal approach in response to diverse situations and people
• Maintains a customer-centric mentality versus a solely store-centric one

This job description is not designed to cover or contain a comprehensive listing of duties, responsibilities, or activities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Additional Information

• Posting Date: Oct 12, 2022
• Overtime Status: Non-exempt