Neiman Marcus Group is a relationship business that leads with love in everything we do—for our customers, associates, brand partners, and communities. Our legacy of innovating and our culture of Belonging guide our roadmap for Revolutionizing Luxury Experiences. Our brands include Neiman Marcus and Bergdorf Goodman.
Your Role
If you have that telephone voice flair that elicits joy and a smile to those who hear it and have what it takes to be the #1 customer service ambassador of the Neiman Marcus Group of luxury brands – then this is the job for you.
As a remote telephone Customer Care associate, you are an important part of the customer relationship-building process of the Neiman Marcus Group. Providing exceptional service for our customers shopping on one of our 3 brand websites – neimanmarcus.com, bergdorfgoodman.com, horchow.com. You will also be the directory assistance voice of all 32 Neiman Marcus brick and mortar stores and the Bergdorf Goodman store in New York. You will report to a Customer Care Team Manager and will have the important responsibility of assessing the customer’s needs, providing answers or solutions to inquiries, solving shipping issues, placing customer orders with our Order Management system, and connecting customers with the appropriate retail sales associates in the Neiman Marcus and Bergdorf Goodman locations.
Even better, you can enjoy this job from the comfort and safety of your home! We offer the ability to work from home anywhere in the state of Texas. We are looking for those who support our values to be memorable, bold, the best, and be all-heart!
What You'll Do
Receive inbound sales and service calls from customers shopping from our catalogs and websites.
Receive inbound directory assistance calls from customers calling a Neiman Marcus or Bergdorf Goodman store.
Assist customers by placing new orders or servicing existing orders and shipments.
Answer customer inquiries about store hours of operation, services, in-store events, and other operational topics
Determine customer needs and connect them to the proper retail store sales associate for merchandise answers or sales assistance.
Master the art of quickly navigating multiple desktop and web applications in the pursuit of servicing or directing these customers.
Demonstrate an unquestionable desire to provide helpful, knowledgeable, resolution to all customer inquiries.
Work within established quality and metric driven processes while showing love for our customers and fellow associates.
What You Bring
The ability to genuinely connect with customers and other partners in an empathetic and engaging way over the phone.
Willingness to oversee the customer concern/request and determination to find the best solution.
The ability to keep your cool during challenging customer interactions.
Fluent in English language, both spoken and written (other languages valued)
Proficiency and comfort with using technology (PC and online applications) is important.
You must have the following equipment and specifications for this role:
Supported OS: Windows 11
CPU: Dual Core 1.5GHz or greater
Minimum of 8GB RAM
Minimum of 64GB disk storage
Antivirus solution (Recommendation: AVG)
OS Host Firewall enabled, Full Disk Encryption Enabled (Bitlocker), Secure Boot enabled
Monitor that supports a screen resolution of 1280x1024 or higher (27” + recommended)
High Speed internet connectivity with a minimum speed of 200 MBPS Download and 15 MBPS Upload.The Desktop or Laptop must be directly connected to a modem through an ethernet cable.The use of Wi-Fi is not permitted.
Wired, Noise Cancelling, USB Headset with Microphone. Headset must provide reasonable professional audio quality (i.e., No static, echo, background noise etc.). Recommendations: Logitech / Poly
Seasonal Benefits
Unique to NMG is our Way of Working! We provide an unmatched work/life balance. You select your schedule from multiple established options that work for your needs.
Monthly Performance Bonus Program with the ability to boost your hourly rate by meeting performance metrics.
The opportunity to grow with a trail-blazing, legendary, digital luxury retailer.
Ongoing training to refresh or update your skills.
Contests that keep the competitive juices flowing and awards that are both in gift cards and merchandise.
Generous associate discounts
The opportunity for company recognition through a variety of departmental and company–wide associate recognition programs
Work for an employer that values diversity and inclusion
As one of the largest multi-brand luxury retailers in the U.S., with 3,000+ of the world's most desirable brand partners, we're delivering exceptional products and intelligent services enabled by our investments in data and technology. Through the expertise of our associates, we deliver and scale a personalized luxury experience across our three channels of in-store, eCommerce, and remote selling. Our NMG|Way culture, powered by our people, combines individual talents into a collective strength to make life extraordinary. Our brands include Neiman Marcus and Bergdorf Goodman.
Our legacy of innovation and culture of Belonging guide our roadmap for Revolutionizing Luxury Experiences. As a female-founded, female-majority organization that outpaces the U.S. population in racial and ethnic diversity, our people are at the heart of our progress, and we take great care to protect and empower them.
We are committed to equal employment opportunity regardless of race, color, religion, sex, pregnancy, sexual orientation, gender identity and/or expression, marital status, age, national origin, disability, genetic information, veteran status, or any other status protected by federal, state, or local law.
We are committed to providing reasonable accommodations during our Talent Acquisition process. If you have a disability and need assistance or an accommodation, please email us at ApplicantSupport@NeimanMarcus.com.
Additional Information
Posting Date: Sep 9, 2024
Overtime Status: Non-exempt
Minimum Pay Range $: 14
Maximum Pay Range $: 14
Application Deadline: Applications are accepted on an ongoing basis
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