Tier 1 Representative, Digital Communications

About the Role

Tailored Brands, Inc. is seeking a Tier 1 Digital Communications Representative responsible for troubleshooting and following up on customer issues while building quality working relationships with store staff and management. This is a 100% remote position.

Key Responsibilities

• Receive and respond to incoming chat, email, and SMS in a timely and professional manner.
• Document customer interactions accurately in the CRM system and maintain complete, accurate customer histories.
• Respond rapidly in a challenging, fast-paced environment where new variables are constantly emerging, and business processes are frequently changing.
• Balance customer satisfaction with company policies and business objectives.
• Escalate unresolved or complex issues to the appropriate member of management.
• Maintain up-to-date product knowledge.
• Complete and submit individual daily productivity reports.
• Attend team meetings to stay up to date on policies, processes, and company initiatives.
• Additional duties as assigned.

Requirements & Tech Stack

• Ability to type 35+ words per minute (WPM).
• Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
• Proficiency with the Windows operating system.

Qualifications

• High school diploma or equivalent required.
• Customer service experience, a plus.
• Demonstrated ability to deliver outstanding customer service.
• Excellent interpersonal, verbal, and written communication skills, with the ability to utilize correct grammar in all communications.
• Consistently demonstrate professionalism and a positive attitude, listen attentively, and demonstrate empathy toward customers and store employees.
• Ability to work well under pressure with strict deadlines.
• Strong ability to prioritize, multitask, and transition between multiple written conversations and assignments while maintaining attention to detail.
• Self-motivated with the ability to learn quickly.
• Above-average problem-solving and follow-up skills.
• Ability to work well in a team environment.
• 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 daily.
• Able to lift and move up to 25 pounds occasionally.
• Must utilize visual acuity, speech and hearing, hand-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.