Tailored Brands Inc
Telecommunications Representative Tier II
Tailored Brands Inc, Houston, Texas, United States, 77246
Tailored Brands is a leading specialty retailer of menswear, including suits, formalwear, sportswear, and a broad selection of business casual offerings. Our brands include Men's Wearhouse, Jos. A. Bank, Moores and K&G Fashion Superstore, which offers merchandise for the entire family. We help people love the way they look and feel for their most important moments by delivering personalized products and services through our convenient network of stores and e-commerce sites.
About the Job
Tier 2 Representatives are responsible for handling escalations and more advanced inquiries in addition to the duties of a Tier 1 Representative. This role follows Tailored Brands procedures and problem solves to provide excellent customer experience to foster long-term customer retention.
What You'll Do | Key Accountabilities • Handle incoming calls, including escalations and cases from customers, stores, factories, and distribution centers, making decisions based on customer satisfaction and company profitability while satisfying all team standards of productivity and quality. • Effectively multitask between a variety of different 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. • Be an active listener who can show empathy while exemplifying professionalism and a positive attitude, listening attentively and, using analytical skills to evaluate conversations and asking probing questions to clarify needs • Additional duties as assigned.
What You'll Bring | Skills & Experience • Must consistently meet their department goals, metrics, and quality assurance scores • Has exhibited above-average knowledge for Rental, Retail, Ecomm and Custom programs • Above team average Medallia scores Average CSAT score of 9 or higher 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, a must • 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 • Ability to communicate clearly and effectively
Please note that you do not need to qualify for all requirements to be considered. We encourage you to apply if you can meet most of the requirements and are comfortable opening a dialog to be considered.
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 and eye coordination and manual dexterity necessary to operate a computer and office equipment
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. For more detailed information go Tailoredbrands.com/working-here/people-culture.
Work-Life Balance
We understand the demands of work, school, family, and personal responsibilities. Through our work-life resources and programs we offer services for every stage of life to help you manage the day-to-day needs. We offer programs such as: • 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
About the Job
Tier 2 Representatives are responsible for handling escalations and more advanced inquiries in addition to the duties of a Tier 1 Representative. This role follows Tailored Brands procedures and problem solves to provide excellent customer experience to foster long-term customer retention.
What You'll Do | Key Accountabilities • Handle incoming calls, including escalations and cases from customers, stores, factories, and distribution centers, making decisions based on customer satisfaction and company profitability while satisfying all team standards of productivity and quality. • Effectively multitask between a variety of different 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. • Be an active listener who can show empathy while exemplifying professionalism and a positive attitude, listening attentively and, using analytical skills to evaluate conversations and asking probing questions to clarify needs • Additional duties as assigned.
What You'll Bring | Skills & Experience • Must consistently meet their department goals, metrics, and quality assurance scores • Has exhibited above-average knowledge for Rental, Retail, Ecomm and Custom programs • Above team average Medallia scores Average CSAT score of 9 or higher 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, a must • 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 • Ability to communicate clearly and effectively
Please note that you do not need to qualify for all requirements to be considered. We encourage you to apply if you can meet most of the requirements and are comfortable opening a dialog to be considered.
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 and eye coordination and manual dexterity necessary to operate a computer and office equipment
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. For more detailed information go Tailoredbrands.com/working-here/people-culture.
Work-Life Balance
We understand the demands of work, school, family, and personal responsibilities. Through our work-life resources and programs we offer services for every stage of life to help you manage the day-to-day needs. We offer programs such as: • 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