Digital Communications Representative I

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 U.S. retail stores are operated under the brand names of Men's Wearhouse, Jos. A. Bank, Men's Wearhouse and Tux, and K&G Fashion. Our Canadian stores are operated under the brand name of Moores in ten provinces. Our purpose it we 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. We help fulfill this purpose by valuing differences and knowing they make us better and showing up with courage to always do the right thing. If you want to make a difference, be part of a great team, and grow, you might be a perfect fit.

About The Job 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.

What You'll Do | Key Accountabilities

• Clears duplicate and spam cases from digital communication queues.
• Work Tier 2 cases, which include: Social Media Reviews and Posts, DNC requests and escalations.
• Handle escalated cases making decisions based on customer satisfaction and company profitability while satisfying all team standards of productivity and quality.
• Effectively multitask 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.
• Review and Complete POS tasks in support of fulfillment, ecommerce and TCS teams.
• Attend team meetings to stay up to date on policies, processes, and company initiatives.
• Complete and submit individual daily productivity reports.
• Additional duties as assigned.

Proven Skills, Abilities And Experience 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.

Work Locations: 01099P Call Center Operations 6380 Rogerdale Rd Houston 77072

Job: Office

Organization: Tailored Shared Services

Shift: Day Job