Service Concierge

Saks Fifth Avenue•Short Hills, NJ

5d•$25 - $31

About The Position

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. • 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.

Requirements

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

Responsibilities

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
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
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)