Digital Communications Representative I

Tailored Brands • Houston, TX

11d • Hybrid

About The Position

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.

Requirements

• 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

Responsibilities

• 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.

Benefits

• This role is eligible for healthcare including medical, dental and vision, retirement savings (401k with a company match), income protection programs such as life, accident and disability insurance, paid time off for sick leave, vacation, bereavement, jury duty, and holidays, wellbeing program, commuter, adoption assistance, education assistance, legal services, and employee merchandise discounts.
• Meeting-Free Fridays (encouraged) | so you can catch up on work and self-development
• Summer Fridays | from Memorial Day to Labor Day so you can enjoy a head start to the weekend
• Holiday Early Departure | close out early the business day before a company observed holiday

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed