Job description

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 is 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.

We currently have an exciting opportunity for an enthusiastic, motivated, service-minded individual to join our team as a Customer Service Representative. The Customer Service Representative will respond to customer contact received via telephone and email, consistently ensuring quality service and compliance with Company contact center processes and procedures. This is an in-office position based at our Houston, TX office.

Key Accountabilities:

• Consistently provide customer service with courtesy, integrity, and efficiency to meet customer and Company expectations
• Receive and respond to incoming calls, emails, and written correspondence in a timely and professional manner
• Operate as a key resource for internal and external customers on products, services, and operations
• Effectively communicate with customers and retail store employees by composing accurate, prompt, and effective responses
• Support and educate customers regarding various products and programs
• Answer questions and troubleshoot issues in support of retail store employees throughout the U.S. and Canada for all Tailored Brands
• Possess a thorough understanding of the Company’s products and services upon completion of requisite in-person training
• Utilize tact and sound judgment in communicating and resolving customer and store inquiries, and provide appropriate responses on a case-by-case basis
• Independently resolve common issues and collect detailed information to aid in decision making
• Maintain established service levels while providing an exceptional customer experience
• Perform data entry in an accurate, detailed, and timely fashion in the CRM system regarding all customer contacts
• Enter information into the CRM system while communicating with customers via phone
• Draft written response to communications received via phone, email, and mail, and proofread for spelling, grammar, and layout
• Consistently meet firm deadlines while effectively handling large amounts of information and answering high volume calls
• Establish rapport with customers and provide timely follow up on unresolved issues
• Demonstrate leadership qualities, strong character, and integrity, as well as confidence in actions and decisions, ensuring that customer expectations are exceeded
• Follow company policy and best practices in all areas, paying strict attention to the security and protection of sensitive customer information
• Additional duties as assigned

Skills, Abilities, Experience & Qualifications:

• High school diploma or equivalent required
• 2+ years of call center customer care experience required
• Background in a customer focused role required
• Previous experience working within a CRM system strongly preferred
• Bilingual (English/Spanish, English/French) a plus
• Punctual, dependable, and reliable, with the willingness and ability to follow a strict attendance policy
• Motivated to perform repetitive actions with a strong work ethic, follow up, and relationship building skills
• Well-developed problem analysis skills, with a proven ability to make quick and effective decisions independently
• Ability to handle sensitive and confidential information and situation
• Ability to gather and summarize data, find solutions, and prioritize work
• Strong organizational, planning, and time management skills
• Ability to handle multiple functions at one time while paying strict attention to detail and deadlines
• Demonstrated ability to pay strict attention to detail in composing, typing, and proofing materials
• Unquestionable integrity and a team player with a proven track record of winning the confidence and trust of colleagues
• Consistently demonstrate poise, tact, and diplomacy
• Extensive command of the English language and superior grammar and creative writing skills
• Efficient and effective interpersonal, verbal, and written communication and listening skills
• Proficient use of Microsoft Office programs including Word, Excel and Outlook
• Ability to adapt to a fast-paced and changing work environment (i.e. increased hours, work volume, etc.)
• Professional manner, appearance, and dress
• Authorized to work for any employer in the United States

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 from the Company’s Houston, Texas corporate office with flexibility based on project needs

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

COVID-19 considerations:
Monitoring CDC guidelines.

Work Location: In person

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