Digital Communications Representative I

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
We currently have an exciting opportunity for a Tier 1 Digital Communications Representative, who is responsible for troubleshooting and following up on customer issues while building quality working relationships with all levels of store staff and management.
What You'll Do | Key Accountabilities

- Receive and respond to incoming chat, email, and SMS in a timely and professional manner.

- Document customer interactions accurately in the CRM system and maintain complete, accurate customer histories.

- Respond rapidly in a challenging, fast-paced environment where new variables are constantly emerging, and business processes are frequently changing.

- Balance customer satisfaction with company policies and business objectives.

- Escalate unresolved or complex issues to the appropriate member of management.

- Maintain up-to-date product knowledge.

- Complete and submit individual daily productivity reports.

- Attend team meetings to stay up to date on policies, processes, and company initiatives.

- Additional duties as assigned.

Proven Skills, Abilities and Experience Qualifications

- High school diploma or equivalent required.

- Customer service experience, a plus.

- Ability to type 35+ words per minute (WPM).

- Proficiency with Microsoft Office applications, including Excel, Word, and Outlook; proficiency with the Windows operating system.

- Demonstrated ability to deliver outstanding customer service.

- Excellent interpersonal, verbal, and written communication skills, with the ability to utilize correct grammar in all communications.

- Consistently demonstrate professionalism and a positive attitude, listen attentively, and demonstrate empathy toward customers and store employees.

- Ability to work well under pressure with strict deadlines.

- Strong ability to prioritize, multitask, and transition between multiple written conversations and assignments while maintaining attention to detail.

- Self-motivated with the ability to learn quickly.

- Above-average problem-solving and follow-up skills.

- Ability to work well in a team environment.

- Authorized to work for any employer in the United States. This is a 100% remote position.

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 daily.

- Able to lift and move up to 25 pounds occasionally.

- Must utilize visual acuity, speech and hearing, hand-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.

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, j