Digital Communications Representative I

Tailored Brands•Houston, TX

10d•Remote

About The Position

The Digital Communications Representative II handles escalated and complex customer inquiries requiring advanced knowledge and judgment, in addition to core Tier 1 responsibilities. The representative follows Tailored Brands procedures to resolve issues, support positive customer experiences, and foster long-term customer retention. This is a fully remote role requiring at least 40 hours per week.

Requirements

Consistently meet department goals and performance metrics, including maintaining customer satisfaction (CSAT) and quality assurance (QA) scores above the team average.
Demonstrate above-average knowledge of Rental, Retail, E-commerce, and Custom programs.
Maintain a positive, professional approach and work collaboratively with team members.
Meet attendance and punctuality expectations in accordance with department policy.
Receive and apply ongoing feedback and coaching to support continuous improvement.
Use strong analytical and problem-solving skills to assess issues and make timely, effective decisions independently.
Gather and summarize information, identify solutions, and prioritize work.
Manage multiple tasks while maintaining attention to detail and meeting deadlines.
Work at least 40 hours per week.
Sit and work at a computer keyboard for extended periods; stoop, kneel, bend at the waist, and reach as needed; occasionally lift and move items weighing up to 25 pounds.
Use the visual acuity, speech, hearing, hand-eye coordination, and manual dexterity needed to operate a computer and office equipment.
Maintain regular and punctual attendance.

Responsibilities

Review digital communications queues and clear duplicate and spam cases.
Manage Tier 2 cases, including Better Business Bureau (BBB) and Medallia reviews, social media reviews and posts, do-not-contact (DNC) requests, and escalations.
Resolve escalated cases using sound judgment and balance customer satisfaction with company profitability while meeting team productivity and quality standards.
Navigate multiple systems and reference materials to support Tier 1 representatives and resolve complex inquiries in a fast-paced environment where business processes and conditions may change.
Review and complete point-of-sale (POS) tasks in support of the fulfillment, e-commerce, and TCS (Tailored Customer Solutions) teams.
Attend team meetings and stay current on policies, processes, and company initiatives.
Complete and submit individual daily productivity reports.
Perform additional duties as assigned.