Call Center Representative
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- Tailored Brands
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- 18013910 Requisition #
Tailored Brands, Inc.’s purpose is to help our customers love how they look. We accomplish this by providing a personal, convenient, one-of-a-kind shopping experience with compelling products and world-class service. We help fulfill this mission by providing our employees with an engaging and inclusive workplace focused on teamwork, growth and respect.
Key Accountabilities:
•Field inbound calls from new and existing customers, assist with the set-up of tuxedo rental groups and/or reservations, entering accurate measurements and styles, and receive payments for orders and scheduling appointments for style consultations
•Research, audit, process and correct reservations and orders in software systems
•Communicate with store personnel to audit reservations and orders in a timely manner following proper quality control guidelines
•Provide a consultative relationship with store personnel supported by excellent product knowledge and a thorough understanding of measuring fitting, merchandise knowledge, tuxedo pricing, POS, Oracle Systems and production as it relates to the Formalwear Services
•Develop new methods to gain and grow customer appointment rate success, while creating personalized value while accurately communicating company promotions, benefits and policies
•Assist with customer inquiries regarding all rental scenarios including the setup of tuxedo rental groups and/or reservations, entering accurate measurements and styles, and receiving payments for orders
•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
•Be an active listener who can show empathy while exemplifying professionalism and a positive attitude, listening attentively and demonstrating empathy to all customers and store, using analytical skills to evaluate conversations and ask questions to clarify needs
•Document customer interactions by maintaining accurate notes in the Customer Relationship Management (CRM) System, ensuring customer history database integrity
•Deliver the highest level of customer service by appropriately providing up to date knowledge about all products and services, as well as answer customer questions and concerns, passing any valid site issues up line for review
•Additional duties as assigned
Skills, Abilities, Experience & Qualifications
•High School diploma or equivalent required
•2+ years of call center or customer service experience or telesales experience required
•Must have a previous experience working with a CRM , 1+ years
•Stellar attendance and punctuality with the ability to follow a strict attendance policy, a must
•Proficient use of Microsoft office programs including word, excel and outlook; with the ability to type 35-40 words per minute
•Motivated to perform a repetitive action with strong work ethic in a results oriented culture
•Ability to receive and implement ongoing feedback and coaching for continuous improvement
•Excellent interpersonal, verbal and written communication skills, with exceptional negotiation, closing skills and 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 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 build and maintain a positive rapport with business partners
•Comfortable working in a team atmosphere and has the ability to self-manage
•Ability to work a flexible shift in a team based environment
•Professional manner, appearance and dress
•Houston, Texas area resident
•Authorized to work for any employer in the United States
•Must pass a thorough background check
Tailored Brands requires all Corporate & Shared Services employees either (a) establish that they have been fully vaccinated; or (b) obtain an approved reasonable accommodation exempting them from this requirement due to a medical reason, or because of a sincerely held religious belief or practice, as a condition of employment. For purposes of this policy, a fully vaccinated person is someone who has received all recommended dose(s) of a COVID-19 vaccine authorized by the U.S. Food and Drug Administration (FDA) or the World Health Organization (WHO), including vaccinations that have been approved pursuant to an Emergency Use Authorization, and it has been at least 14 days since the administration of the final dose.
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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
• Hours regularly exceed 40 hours per week.
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.