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Seasonal On-Site (FT) Customer Care Agent

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Call Center/Customer Service
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Call Centers
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COMPANY OVERVIEW
For over a century, Neiman Marcus Group has served the unique needs of our discerning customers by staying true to the principles of our founders:  to be the premier omni-channel retailer of luxury and fashion merchandise dedicated to providing superior service and a distinctive shopping experience in our stores and on our websites. Neiman Marcus Group is comprised of the Specialty Retail Stores division, which includes Neiman Marcus and Bergdorf Goodman, and our international brand, mytheresa.com.  Our portfolio of brands offers the finest luxury and fashion apparel, accessories, jewelry, beauty, and home décor. The Company operates more than 40 Neiman Marcus full-line stores in the most affluent markets across the United States, including U.S. gateway cities that draw an international clientele.  In addition, we operate 2 Bergdorf Goodman stores in landmark locations on Fifth Avenue in New York City. We also operate more than 40 Last Call by Neiman Marcus off-price stores that cater to a value oriented, yet fashion minded customer.  Our upscale eCommerce and direct-to-consumer division includes NeimanMarcus.com, BergdorfGoodman.com Horchow.com, LastCall.com, and CUSP.com.  Every day each of our 15,000 NMG associates works towards the goal of enabling our customer to shop any of our brands "anytime, anywhere, and on any device." Whether the merchandise we sell, the customer service we offer, or our investments in technology, everything we do is to enhance the customer experience across all channels and brands.

BASIC PURPOSE:
As a leading omni-Channel luxury retailer, our goal of bringing customers the experience of luxury every day begins with associates who are enthusiastic, knowledgeable, resourceful and committed to supporting our values and promoting our brand. The phone associate is responsible for providing exceptional service and sales support to customers shopping through our catalog, online or store divisions. Associates assist customers with purchases and inquiries related to all Neiman Marcus brands.

Job Description:
Training Requirements and Work Schedule:
• Training for this position is conducted on-site, 4 consecutive weeks (M-F, during normal business hours). It is mandatory that you attend all scheduled classes in order to complete the training program within the allotted time frame.
• The weekly scheduled hours for this position fluctuate between 16 - 40 hours per week, based on business needs. You are expected to work assigned schedule.
• You must be available to work any day of the week, including Saturday, Sunday, and Holidays as our contact center is open 365 days per year.
• You will be scheduled off two days per week.


KEY RESULT AREAS:
• Demonstrate proficiency managing multiple computer applications for research on multiple brands and ensuring timely follow-up on customer requests and inquires.
• Utilize selling skills to promote company products and services to our customers to meet departmental and individual goals
• Demonstrate outstanding communications skills and the ability to maintain professional attitude in all external and internal customer interactions
• Willingness and ability to take ownership of customer concerns and work to find mutually beneficial solutions that consider both the customer and our business
• Demonstrate unquestionable desire to provide helpful, knowledgeable resolution to all customer inquiries
• Self-manage performance to meet personal and team quantitative and qualitative goals and all key statistical metrics
• Flexible and willing to perform any other job tasks as assigned

SKILLS/EXPERIENCE REQUIRED:
• Minimum of one year experience in a service related role preferred
• Demonstrated proficiency with computer applications, internet research and handling multiple tasks in a fast-paced environment
• Basic typing, math and negotiation skills
• Superior interpersonal and communication skills. This includes listening, verbal and written skills.
• Ability to remain calm and focused during challenging customer interactions
• Resolve customer issues with first call resolution in mind
• Respectful of diverse viewpoints or opinions of others.
• Ability to independently solve problems in a changing environment
• Professional and enthusiastic team player with a demonstrated commitment to customer service excellence
• Exceptional attention to detail
• Demonstrated ability to consistently adhere to an assigned work schedule


ADDITIONAL BEHAVIORAL ATTRIBUTES:
• Ability to work in a highly structured environment
• Creative/forward thinker/problem solver
• Internal drive for excellence
• Possesses a customer centric service ethic
• Ability to work independently/self-motivated
• Takes responsibility for own actions
• Resilient – can handle high pressure and can accept constructive feedback
• Can display empathy
• Good organization and time management skills 

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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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