Neiman Marcus Dallas , TX 75201
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 dcor. 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.
Theprimary focus of this position is customer service. In addition, the positionrequires superior knowledge of CMOS, detailed problem solving skills, anability to manage multiple competing interests at once and a strong desire tohelp both internal and external customers.. The ability to express ideassuccinctly plus excellent verbal and written communication skills are a must. Aconsistently positive attitude and a developed sense of diplomacy are also essential.You will serve as a supervisor to our frontline agents and to customers whoneed additional assistance beyond what the frontline agent can provide. In this role you represent Neiman Marcus andour additional brands so Five Star customer service skills are expected.
KEY RESULT AREAS:
Answer calls from Frontline associates on a wide range of topics
Reinforce accurate policies, processes and procedures with frontline associates
Speak with customers that need additional assistance beyond the frontline associate.
Resolve customer issues within NMD policies and procedures.
Help with incoming customer care center calls as required
Ensure service level goals are maintained by having excellent attendance and being a team player
Daily achievement of KPI's for world class service, CE compliance, and productivity.
SKILLS EXPERIENCE PREFERRED:
Must be flexible, detail oriented and able to multi-task
Skilled to proficient in Microsoft Office applications (Excel and Word)
Superior understanding of CMOS
Superior customer service skills and phone etiquette, successfully passed Business Writing
Strong analytical, organizational, and problem solving skills,.
Ability to follow through consistently.
Excellent communication skills with emphasis on verbal expression.
Strong change management skills
Any additional tasks and responsibilities as required