Social Media Representative

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.

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, adapt easily to change, and enjoy a challenge. This position reports to the Manager of Digital Communications.

Job Duties

Monitor, engage, and resolve inbound social messages and reviews from Facebook, Instagram, X, TikTok, Yelp, Google, and Bazaarvoice to provide exceptional customer service in every interaction. Respond to customer emails sent from social interactions for resolution. 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. 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 daily productivity reports to track the progression of tasks, help identify performance barriers, and serve as a communication tool with management team members. Gather and summarize weekly data on trends and volume drivers. Any other duties as assigned.

Skills/Abilities/Experience

High School diploma or equivalent requiredTwo years of experience in social media monitoring or related field and must be familiar with social media concepts, practices, and procedures. Demonstrated proficiency with analyzing trends and researching complex issues resulting in a positive customer service experience Hands on experience with Salesforce, Khoros, Calabrio, and other Social Media applications, a plusExcellent interpersonal, verbal, and written communication skills, with a high level of comfort in recommending and implementing effective solutions. Ability to receive and implement ongoing feedback and coaching for continuous improvementAbility to take initiative and be proactive with problem solving and follow through skillsStrong analytical, organizational, prioritization, and time management skills

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 the Houston office, working in the office a minimum of two days per week is required.

Benefits

This role is eligible for health, dental and vision insurance, prescription drug, retirement savings (401k, employer-funded retirement plans, deferred compensation, and other defined-benefit or defined-contribution), life insurance, accident and disability, paid time off for sick leave, vacation (80 hours per year), bereavement, jury duty, holidays (9 days per year), wellbeing program, commuter, adoption assistance, legal services, and employee merchandise discounts.

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 are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Work Locations

Job: Office

Organization: Tailored Shared Services

Shift: Rotating