Telecommunications Representative Tier II

Overview

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

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

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

Work Environment & 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.

Responsibilities

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

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