Digital Communications Representative I

About the role

Tailored Brands, Inc. is a leading omni-channel specialty retailer of menswear, including suits and a broad selection of business casual offerings as well as the largest provider of tuxedo rental products in the U.S. and Canada. We operate retail stores in all 50 states and Canada. Our purpose is to help people love the way they look and feel for their most important moments. We accomplish this by putting customers at the center of every decision, rallying together to achieve common goals, and striving for excellence and continuous improvement.

In addition to the Tier 1 representative responsibilities, the Tier 2 Representatives are responsible for handling escalations and more complex inquiries with advanced skills and knowledge. This role follows Tailored Brands procedures and problem solves to provide excellent customer experience to foster long-term customer retention.

Responsibilities

• Cleans duplicate and spam cases from digital communication queues.
• Works Tier 2 cases, which include: Social Media Reviews and Posts, DNC requests and escalations.
• Handles escalated cases making decisions based on customer satisfaction and company profitability while satisfying all team standards of productivity and quality.
• Effectively multitasks between a variety of systems and reference materials to effectively assist Tier 1 representatives in a challenging, fast-paced environment where new variables are constantly emerging, and business processes are frequently changing.
• Reviews and completes POS tasks in support of fulfillment, ecommerce and TCS teams.
• Attends team meetings to stay up to date on policies, processes, and company initiatives.
• Completes and submits individual daily productivity reports.
• Additional duties as assigned.

Qualifications

• Must consistently meet their department goals, metrics, and quality assurance scores.
• Has exhibited above average knowledge for Rental, Retail, Ecomm and Custom programs.
• Maintain an above team average CSAT on a consistent basis.
• Maintains a positive attitude and works well with other team members.
• Stellar attendance and punctuality with the ability to follow a strict attendance policy, required.
• Ability to receive and implement ongoing feedback and coaching for continuous improvement.
• Well-developed problem analysis skills, with ability to make quick and effective decisions independently.
• Ability to gather and summarize data, find solutions, and prioritize work.
• Ability to handle multiple functions at one time while paying strict attention to detail and deadlines.

Work Environment, Physical & Mental Demands

• Ability to sit and work at a computer keyboard for extended periods of time.
• Ability to stoop, kneel, bend at the waist, and reach on a daily basis.
• Able to lift and move up to 25 pounds occasionally.
• Must utilize visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment.
• Regular and on-time attendance.
• Ability to work at least 40 hours per week.

This is a hybrid position, based in Houston Office, working in the office a minimum of one day per week is required.