Digital Communications Representative I

Digital Communications Representative II

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

In addition to core Tier 1 responsibilities, Digital Communications Tier 2 Representatives handle escalated and complex customer inquiries that require advanced knowledge and judgment. They follow Tailored Brands procedures to resolve issues, support positive customer experience, and foster long-term customer retention.

What You'll Do | Key Accountabilities

• 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 balancing 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.

Proven Skills, Abilities and Experience Qualifications

• 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 Environment, Physical & Mental Demands:

• This is a fully remote position requiring the ability to 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 during the workday.
• 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.

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

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

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