Digital Communications Representative

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, Tux, and K&G Fashion
. Our Canadian stores are operated under the brand name of Moores in ten provinces. 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. 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.

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

• Clear duplicate and spam cases from digital communication queues.
• Work Tier 2 cases, including social media reviews and posts, DNC requests, and escalations.
• Handle escalated cases, making decisions based on customer satisfaction and company profitability while meeting team standards of productivity and quality.
• Effectively multitask between a variety of systems and reference materials to 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, e‑commerce, and TCS teams.
• Attend team meetings to stay up‑to‑date on policies, processes, and company initiatives.
• Complete and submit individual daily productivity reports.
• Perform additional duties as assigned.

• Consistently meet department goals, metrics, and quality‑assurance scores.
• Exhibit above‑average knowledge for rental, retail, e‑commerce, and custom programs.
• Maintain an above‑team‑average CSAT consistently.
• Maintain a positive attitude and work well with other team members.
• Show stellar attendance and punctuality, following a strict attendance policy.
• Receive and implement ongoing feedback and coaching for continuous improvement.
• Possess well‑developed problem‑analysis skills, with the ability to make quick and effective decisions independently.
• Gather and summarize data, find solutions, and prioritize work.
• Handle multiple functions at one time while paying strict attention to detail and deadlines.

• Ability to sit and work at a computer keyboard for extended periods.
• Ability to stoop, kneel, bend at the waist, and reach on a daily basis.
• Ability to lift and move up to 25 pounds occasionally.
• Utilize visual acuity, speech and hearing, hand and eye coordination, and manual dexterity necessary to operate a computer and office equipment.
• Maintain regular and on‑time attendance.
• Work at least 40 hours per week.
• Hybrid position based in Houston Office; work in the office at least one day per week.

01099P Call Center Operations, 6380 Rogerdale Rd, Houston, 77072

Office

Tailored Shared Services

Day Job

Not Applicable

Part‑time

Marketing, Public Relations, and Writing/Editing

Retail Apparel and Fashion