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Customer Insight Analysis Coordinator

📁
Call Center/Customer Service
💼
Call Centers

Neiman Marcus Group (NMG) has been the premier destination for luxury fashion and goods, superior service, and an elevated retail experience for more than a century. Today, 9,000 associates contribute to the success of NMG’s brands: Neiman Marcus, Bergdorf Goodman, Last Call, and Horchow. There are 38 full-line Neiman Marcus stores in cosmopolitan markets across the United States and a sophisticated digital platform that attracts shoppers worldwide. Bergdorf Goodman operates two stores in landmark locations on Fifth Avenue in New York City and BergdorfGoodman.com, catering to loyal luxury customers globally. NMG also owns five Last Call stores and Horchow.com, an e-commerce site that offers premium furniture and home decor.

 

 

SUMMARY:

The Customer Insight Analysis (CIA) team is responsible for observing and evaluating sales, service, and store contacts (phone, email, chat, SMS) of all Customer Care associate groups.  The goal is to ensure our customers receive exemplary and efficient service as defined by Neiman Marcus' quality standards. You will use voice and data monitoring tools to evaluate and report performance against Customer Satisfaction and Business Compliance standards. The team analyzes data with a focus on problem-solving and helps ensure our customers receive the service experience they expect.

This position offers the ability to work from home and is full-time with a flexible schedule.

What will you do?

  • Using our quality standards, evaluate and measure the customer experience provided to external and internal customers through phone, email, chat and SMS using the OARS (Observe, Analyze, Report, Solve) process
  • Analyze and report data including trends and areas needing improvement from OARS evaluations
  • Improve customers’ experience as measured by CIA observation results and analytics
  • Collaborate with other teams to reduce customer friction through root cause identification and problem solving

 

What skills and abilities are needed to be successful?

  • Minimum 3 years of experience in Quality Assurance or Customer oriented experience is preferred
  • Ability to demonstrate an understanding of excellent customer service, high level of professionalism and confidentiality
  • Ability to meet deadlines, multi-task and prioritize to achieve desired results
  • Have strong interpersonal, verbal and written communication skills
  • Strong analytical skills and attention to detail
  • Able to self-manage day-to-day responsibilities and problem solve independently
  • Adaptable to change
  • High level of integrity and accountability
  • Ability to diagnose root cause of problems and determine cause and effect relationships to resolve, provide recommendations and solutions
  • Proficiency with required technology is crucial (PC, online applications and Excel)
  • Meet all work from home requirements (PC/MAC, high speed internet access, location to work at home)

 

What are the benefits (the list is long)?

  • Work a flexible, full time schedule while maintaining communication with the team manager and attending required meetings
  • The opportunity to grow and develop with a trail-blazing, legendary, digital luxury retailer 
  • Quarterly contact center culture club activities that engage and involve all our remote associates 
  • Regular virtual Town Halls to learn about company initiatives and offer the opportunity to interact with senior managers and executives   
  • On-going training to refresh or update your skills 
  • Annual Customer Service Week celebration including online games and prizes 
  • Generous employee discount and access to regular employee only sales 
  • Community involvement, Employee Hardship Assistance Fund, and a Matching Gift program 
  • The opportunity for company recognition through a variety of Company –wide employee recognition programs 
  • Working for an employer that values diversity and inclusion 
  • Other benefits (Health, 401K match, company Paid holidays and vacation)

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Los Angeles and San Francisco Applicants: Neiman Marcus will consider for employment qualified applicants with criminal history as required by applicable law.
If you have a disability under the Americans with Disabilities Act or similar law, and you need assistance in accessing our Career Center or wish to discuss potential accommodations related to applying for employment at our Company, please contact ApplicantSupport@NeimanMarcus.com.
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