(PT) Service Concierge - Beverly Hills

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

Passion for People

• Exhibits a gracious and welcoming attitude to others
• Approaches each internal/external customer interaction in the spirit of developing a trusting, long-term relationship
• Takes ownership of internal/external customer problems and resolves them quickly
• Accurately reads the emotions and reactions of the person(s) he/she is communicating with, and adjusts appropriately
• Adapts to work effectively with others who have different communication/working styles

Passion for Business

• Thinks creatively when faced with business challenges or opportunities
• Continually expands personal knowledge of new products, services, solutions and/or offerings, and uses that knowledge to gain internal/external customers (if applicable to their role)
• Exhibits flexibility and remains calm in a changing environment

Passion for Personal  Growth

• Takes ownership for personal development, setting personal goals and initiating career/development discussions
• Shows enthusiasm for learning more about his/her area of expertise and the retail industry
• Brings an elevated level of energy to all work activities
• Maintains effectiveness in diverse work environments where circumstances and priorities are changing
• Describes the wants and needs of customers and other external factors that influence the business
• Consistently demonstrates high standards for all aspects of his/her work (e.g., personal performance, environment/ presentation, customer experience, selection of luxury goods, talent selection)

This job description is not designed to cover or contain a comprehensive listing of duties, responsibilities, or activities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.