Tailored Brands, Inc.

Compensation

Full Description

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. What You’ll Do | Key Accountabilities Provide a consultative relationship with store personnel and customers regarding products, services, and operations • Receive and respond to incoming calls, emails, and written correspondence in a timely and professional manner • Be an active listener who can show empathy while exemplifying professionalism and a positive attitude, using analytical skills to evaluate conversations and ask questions to clarify needs • Consistently provide customer service with courtesy, integrity, and efficiency to meet customer and Company expectations • Answer questions and troubleshoot issues in support of retail store employees throughout the U.S. and Canada for all Tailored Brands • Establish rapport with customers and provide timely follow-up on unresolved issues • Handle and resolve escalated customer issues, 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 respond to customers in a challenging, fast paced environment where new variables are constantly emerging and business processes are frequently changing • Document customer interactions in an accurate, detailed, and timely fashion by maintaining accurate notes in the Customer Relationship Management (CRM) System • Follow company policy and best practices in all areas, paying stict attention to the security and protection of sensitive customer information • Possess a thorough understanding of the Company's products and services upon completion of requisite in person training • Support and educate customers regarding various products and programs • Maintain established service levels while providing an exceptional customer service experience • Additional duties as required What You’ll Bring | Skills & Experience • Communication, both written and verbal, in French and English • Open to any location within the U.S. • High school diploma or equivalent required • 2+ years of call center or customer service experience preferred • Previous experience working within a CRM system strongly preferred • Ability to receive and implement ongoing feedback and coaching for continuous improvement • Efficient and effective interpersonal, verbal, and written communication and listening skills, with exceptional phone etiquette • Well developed problem analysis skills, with a proven ability to make quick and effective decisions independently • Ability to handle sensitive and confidential information and situations • Ability to handle multiple functions at one time while paying strict attention to detail and deadlines • Comfortable working in a team atmosphere and has the ability to self manage • Ability to adapt to a fast paced and changing work environment (i.e. increased hours, work volume, etc.) • Authorized to work for any employer in the United States 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 on a daily basis • 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 • 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, 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. 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 is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.