Call Center Representative

5 months ago

Houston, United States Tailored Shared Services Full time

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 Telecommunications Representative. This role plays a key part in assisting and supporting our stores and customers. This person will respond to customer contact received via telephone, consistently ensuring quality service and proper issue resolution while remaining in compliance with Company and contact center procedures. This position is an in-office position based at our Houston, TX office and reports directly to the Supervisor, Telecommunications Tier 1.

What You'll Do | Key Accountabilities

Receive and respond to incoming calls with a friendly and welcoming attitude, using professional phone etiquette and active listening skills. Utilize tact and sound judgment in resolving customer and store inquiries, by providing appropriate responses and resolutions. Maintain up to date product knowledge, policy information, and promotional offerings. Effectively communicate with customers and store employees accurately and promptly. Meet and maintain service levels, department goals, and quality voice of customer survey scores, while providing an exceptional customer experience. Maintain customer records by properly documenting all customer interactions in the CRM. Resolve common issues, while using internal resources and training materials. Additional duties as assigned. 

What You'll Bring | Skills and Experience 

High school diploma or equivalent required 1-2 years experience in a customer focused role Bilingual (English/ French or English/ Spanish) a plus Professional communication skills required, both written and verbal Well developed problem analysis skills  Ability to handle sensitive and confidential information and situations Ability to gather and summarize data, find solutions, and prioritize work Ability to handle multiple tasks and systems at one time while paying strict attention to detail and deadlines Proficient use of Microsoft Office programs including Word, Excel, and Outlook

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 list 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. Hours regularly 40 hours per week, as work dictates. This is an in-office position based at our Houston, TX office. 

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