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Seasonal Remote (DFW) Customer Care Associate

📁
Call Center/Customer Service
💼
Call Centers
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.

Job Summary:

The Customer Care Phone Associate provides exceptional service and sales support to customers shopping through our catalog and online divisions. This associate assists our customers with purchases and inquiries related to all Neiman Marcus brands.

Key Performance Elements:
• 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 in order to meet department and individual goals.
• Use probing questions to professionally assess the purpose of the customer’s call.
• Provide helpful, knowledgeable resolution to all inquiries.
• Provide detailed product information to customers on items of interest and inquiries about shipments.
• Self-Manage performance to meet Best Practice goals for world class service, including key performance indicators.
• Additional tasks and responsibilities as assigned.

Job Requirements:
Knowledge/Skills/Abilities
• Minimum of one year experience in a service-related role.
• Ability to provide exceptional customer service.
• Ability to independently solve problems in a changing environment.
• Demonstrated proficiency with computer applications, internet research, and handling multiple tasks in a fast-paced environment.
• Professional and enthusiastic team player, with a demonstrated commitment to customer service excellence.
• Exceptional attention to detail for order entry.
• Superior interpersonal and communication skills.
• Ability to remain calm and focused during challenging customer interactions.
• Respectful of diverse viewpoints or opinions of others.
• Demonstrated ability to consistently adhere to an assigned work schedule.

Schedule and Training Requirements:
• You must be available to work any day of the week, including Saturday or Sunday.
• You will be scheduled off two days per week. Days off may not be consecutive.
• You must be available to attend all on-site training classes.

To view requirements to succeed in this position, click HERE.
Equipment Requirements:
 
Due to the confidentiality requirements of company/customer information, the use of wireless phones/headsets are not permitted.

In order to work from home, you are required to meet the following minimum equipment standards:

• High Speed internet connectivity with a minimum speed of 10 MBPS Download and 3.0 MBPS Upload. The PC/Mac must be wired and directly connected to your modem with an Ethernet cord. The use of WiFi is not permitted.

• Supported Operating Systems: Windows 7, Windows 8.1, Windows 10, and MacOS Snow Leopard or above (Chromebooks are not supported).

• Minimum RAM Required: 4GB.

• Screen resolution of 1280 x 1024 or better.

• Sound card allowing sound to be heard from speakers.

• Microphone (external or built in).

• Dedicated standard home phone line without call waiting, call forwarding or voicemail and used exclusively during scheduled work hours.

• Telephone jack must be located within 5 feet of the computer.

• Ergonomically correct chair/workspace/desk

• Supported Web Browsers: Firefox 27 or higher, Google Chrome 35 or higher, and Internet Explorer 11.

• All browsers must have the Adobe Flash Player Plugin enabled.

• Adobe Flash player 11 or better.

You must have this equipment before the end of training or you will not be able to work from home.

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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.
To listen to an audio clip of this information, click HERE.