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Seasonal - Work From Home Customer Care

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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.
 

Job Description:

Training Requirements and Work Schedule:

  • All 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.
  • Following successful training completion, you may have the option to Work From Home, provided your computer equipment, phone, and systems meet Neiman Marcus Requirements. 
  • 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.

 

Responsibilities:

 

·         Greet customers cordially and ascertain problem or reason for calling.

·         Assist with order placement, refunds, exchanges, and tracking information.

  • Answer detailed questions about products or company policies and procedures.
  • Capture the voice of the customer and keep comprehensive records of all customer interactions in our company database.
  • Demonstrate proficiency in managing multiple computer applications for research on multiple brands.
  • Engage with customers and seize opportunities to upsell products.
  • Serve as an advocate for our customer by providing helpful and knowledgeable resolution to all inquiries, and ensuring a timely follow-up if necessary.
  • Meet personal and team qualitative and quantitative targets.       
  • Additional tasks and responsibilities as assigned. 

Requirements:

NOTE: Due to confidential requirements of company/customer information, the use of wireless phones/headset is not permitted.

·         You are required to meet the following minimum Work From Home requirements through an online PC Assessment (sent via email after application is received):

o   High-speed broadband Internet connectivity of no less than 10 Mbps down / 3 Mbps up.  Use of WiFi is not permitted.

o   Windows 7 w/ current Service pack.

o   Windows 8.1 w/ current Service pack.

o   Windows 10 w/ current Service pack.

o   MacOS Snow Leopard or above.

o   Minimum RAM required: 4GB.

o   Soundcard allowing sound to be heard from speakers.

o   Screen resolution of 1280 x 1024 or better.

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

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

o   Adobe Flash player 11 or better.

o   Microphone (external or built-in).

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

o   Telephone jack must be located within 5 feet of computer.

o   Ergonomically correct chair/workspace/desk.

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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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