Social Media Representative, Digital Communications

Overview

Tailored Brands is a leading specialty retailer of menswear, including suits, formal wear, 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

The Social Media Representative is primarily responsible for the customer service experience through our social media channels. This individual will work with various departments to resolve issues, address concerns, and ensure the proper handling of communications through verbal, written, and social media channels. The role must perform a variety of tasks and will work under the supervision of the Manager of Digital Communications.

What You’ll Do | Key Accountabilities

• Monitor, engage and respond to inbound social media messages and reviews from multiple channels and platforms.
• Maintain the Tailored Brands voice and adhere to established department policies and procedures while working to create positive outcomes for the customer and the company.
• Review and respond to cases in CRM as assigned.
• Engage with customers and provide exceptional customer service in every interaction.
• Attend team meetings to stay up to date on policies, processes, and company initiatives.
• Tag, Track, and report upline any trending subject matter through social media, offering feedback related to drivers, products, and website issues.
• Complete and submit individual daily productivity reports.
• Gather and summarize weekly data on trends and volume drivers.
• Any other duties as assigned.

What You’ll Bring | Skills & Experience

• High School diploma or equivalent required; bachelor’s degree preferred.
• Demonstrated proficiency with analyzing trends and researching complex issues.
• Proven working experience in social media or related field and must be familiar with social media concepts, practices, and procedures.
• Hands on experience with Salesforce, Khoros, Cisco, Calabrio, and other Social Media applications, a plus
• Excellent interpersonal, verbal, and written communication skills, with a high level of comfort in recommending and implementing effective solutions.
• Stellar attendance and punctuality with the ability to follow a strict attendance policy, required
• Ability to receive and implement ongoing feedback and coaching for continuous improvement
• Ability to take initiative and be proactive with problem solving and follow through skills
• Strong analytical, organizational, prioritization, and time management skills
• Demonstrated ability to pay strict attention to detail and deliver high quality results in a deadline driven environment, while effectively managing associated stress
• Ability to easily accept and adapt to change and new challenges.

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 40 hours per week, including weekends and evening rotations.
• This is a hybrid position, based in Houston Office, working in the office a minimum of one day per week is required.

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

Work-Life Balance

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