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