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Offline Service Recovery Specialist (9:30am-6pm M,T, W, F, Sat)

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, catering to loyal luxury customers globally. NMG also owns five Last Call stores and, an e-commerce site that offers premium furniture and home decor.


As an organization, NMG is on a transformational journey to become the preeminent luxury customer platform. NMG continues to deliver the best integrated customer experience and has evolved the business to succeed in the ever-changing retail landscape. NMG is a relationship business. What differentiates the organization from other luxury retailers are its unique assets: a strong store footprint, the most knowledgeable associates, an engaging online experience, solid brand partnerships, innovative digital and in-store experiences, the most loyal luxury customer base, and a strong balance sheet.


Our customers will always be at the center of everything NMG does. The company continues to reinvest in new technologies that enhance the customer experience. NMG meets customers where they are. NMG’s goal is to offer customers a seamless experience across its stores, online, and remote digital selling.


NMG’s priority is to develop a highly engaged and high-performing team where everyone belongs. The business attracts and retains best-in-class talent through unique offerings provided to associates in addition to standard employer benefits. These include an innovative way of working, associate discounts on merchandise, tuition reimbursement, associate hardship fund, and paid time off to volunteer, to name a few. 


As part of NMG’s Environmental, Social, Governance (ESG) work, the organization is focused on driving its core value of being “All Heart.” NMG is also assessing its current environmental and social impact while developing a three-year plan to lead the luxury industry in its commitment and transparency to environmental and social sustainability. NMG strives to become an employer of choice, driven by a culture of Belonging. A dedicated team focuses on this journey, directly impacting how NMG conducts business throughout the workforce, workplace, and marketplace dimensions.


NMG has incredibly passionate and committed corporate and store associates. NMG offers associates an environment where everyone feels welcomed, nurtured, and empowered. Our associates are the heart of NMG. As an organization, NMG leads with love – love for customers, love for associates, and love for brand partners.


Department:  Offline Service Recovery

Position:       Offline Service Recovery Associate

Reports to:   OSR Team Manager



BASIC PURPOSE:  The primary focus of this position is customer service.  This includes managing daily/weekly reports, accurate data entry, detailed problem solving, quality assurance check of data and being a team player that fosters a morale-enhancing environment.  The associate is also required to accurately and professionally handle all phone, note mail, and email inquiries from customers, other associates, merchants, and vendors.  Responsible for managing and meeting scheduled deadlines



  • Assist with working all inquiries from customers, internal and external departments and management.
  • Must establish excellent working relationships with all customers, merchants, vendors and others in order to assist customers with their questions or problems to maintain a 1-day resolution to all inquiries and customer issues this includes learning processes in a variety of 3rd party websites.
  • Assist with working various daily reports to balance inventory.
  • Must own and resolve all customer issues.
  • Communication with Management to report trends, issues or any obstacles that may inhibit or alter meeting established service goals.
  • General understanding of debit, credit and inventory processes in order to meet financial accuracy when working orders.
  • Assist with special projects upon request and must cross train in all areas of the department to have a comprehensive understanding of the interrelated drop ship processes.



  • Minimum High school diploma or equivalent High School diploma and prefer 2 Years of Higher education with at least 2 years Customer Service experience
  • 6 months + of Customer Service experience within NMD Customer Service
  • 6 months + of Contact Center experience
  • Superior verbal and written communication skills including grammar, sentence structure, and spelling
  • Excellent listening skills with the ability to demonstrate understanding of the customer’s needs
  • Strong problem- solving experience
  • Patient, excellent verbal tone, empathic to the customer’s concern
  • Works to retain the customer’s business and enhance the customer’s experience
  • Positive attitude with a customer-service orientation
  • Detail oriented with a focus on quality and accuracy, ability to multitask
  • Flexible, adaptable, and willing to take on new challenges
  • Strong sense of urgency and commitment to excellence
  • Able to type at least 35 WPM
  • Able to use effective and probing questioning and listening techniques to identify customer    needs
  • Curious, confident, and driven to find solutions to customer issues
  • Able to learn and work independently and exhibit ownership as well as in a team environment
  • History of consistently meeting success metrics (Quality and NPS)
  • Knowledge and experience with Microsoft Office products, (Strong Intermediate Excel skills- ability to create, analyze, sort and filter a spreadsheet), and cloud technology is essential as multiple systems are in use
  • Must have a home-office environment, internet connection, USB headset, and a computer system that meets VIP desk Connect policies and maintenance requirements, including system upgrades as applicable



  • Any additional tasks and responsibilities as required

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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.
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