Note: The job is a remote job and is open to candidates in USA. Tailored Brands is a specialty retailer of menswear, including suits, formalwear, sportswear, and business casual offerings through brands such as Men's Wearhouse, Jos. A. Bank, Moores, and K&G Fashion Superstore. The Social Media Representative supports consistent, high-quality customer service across social media channels by engaging with customers, resolving issues, managing CRM cases, and reporting on trends and customer-contact drivers.
Responsibilities
- Monitor, engage with, and respond to inbound social media messages and reviews across multiple channels and platforms
- Maintain Tailored Brands’ voice and adhere to established department policies and procedures while creating positive outcomes for customers 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 escalate trending topics through social media, providing feedback related to customer-contact drivers, products, and website issues
- Complete and submit individual daily productivity reports
- Gather and summarize weekly data on trends and volume drivers
- Additional duties as assigned
Skills
- High school diploma or equivalent required
- Demonstrated proficiency in 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
- 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
- Ability to manage multiple social media conversations, CRM cases, and reporting tasks simultaneously while maintaining accuracy, professionalism, and timely responses
- 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
- 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 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 100% remote work position
- Bachelor's degree preferred
- Hands-on experience with Gladly, Sprout, SOCi, and other social media applications is a plus
Benefits
- 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 assistance
- Adoption assistance
- Education assistance
- Legal services
- Employee merchandise discounts
- 100% remote work position
- Meeting-Free Fridays (encouraged)
- Summer Fridays from Memorial Day to Labor Day
- Holiday Early Departure: close out early the business day before a company observed holiday
Company Overview
Company H1B Sponsorship