Tailored Brands, Inc. hiring French/ English Bilingual Call Center Representative in Houston, Texas, United States | LinkedIn (2024)

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 is 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.

We currently have an exciting opportunity for an enthusiastic, friendly, motivated, service-minded individual to join our team as a French/ English Bilingual Customer Service Representative. The Customer Service Representative will respond to customer contact received via telephone and email, consistently ensuring quality service and compliance with Company contact center processes and procedures. This is an in-office position based at our Houston, TX office.

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

Skills, Abilities, Experience & Qualifications

• Communication, both written and verbal, in French and English
• Houston, TX area resident
• 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 from the Company's Houston, TX office

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.

Work Locations: 01099P Call Center Operations 6380 Rogerdale Rd Houston 77072

Job: Office

Organization: Tailored Shared Services

Shift: Rotating