Internal Customer Service Support Representative
The Men's Warehouse - Houston, TX

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Hours of Operation:
Monday – Friday 8:00 a.m. – 9 p.m. and Saturdays 9:00 a.m. – 6:00 p.m. Prom Peak Season Hours of Operation: Monday – Friday 8:00 a.m. – 10 p.m. and Saturdays 8:00 a.m. – 6:00 p.m. Sundays may be necessary during Peak Season.

Work Schedule:
The hours of operation for our Tuxedo Rental Store Services are Monday thru Sunday. As a result flexibility with work schedule and able to work any shift during Tuxedo Support Center Hours of Operation is required. Hours of operation and schedules are subject to change and may require early mornings, evenings, weekends, holidays or late night shifts.

Position Summary:
The primary responsibility is to provide world class customer service to our internal business partners either by phone or email. They are responsible for ensuring that customers receive an adequate level of service to our TMW and MW Tux Stores. The Internal Customer Service Support Representative will work in a fast-paced, time sensitive, high call volume environment. This position will answer inbound and/or make outbound calls, proactively resolve customer concerns according to guidelines established by the company.

Primary Accountabilities/Responsibilities: The responsibilities of the Tuxedo Support Center position will consist of but are not limited to the following:
  • Provide quality customer service and prompt service to store operations personnel
  • Research and audit reservations in the Oracle software system
  • Accurately verify, correct, and process reservation audits
  • Professionally answer inbound telephone calls in a timely manner following proper quality control guidelines
  • Professionally make outgoing telephone calls to store operations personnel to audit reservations in a timely manner following proper quality control guidelines
  • Provide a consultative relationship with store operations personnel supported by excellent product knowledge, and a thorough understanding of measuring and fitting, Men’s Wearhouse pricing, POS and Oracle systems
  • Utilize required resources and applications to ensure first call resolution, accuracy and efficiency in resolving customers' issues
  • Gather information from customers (store operations personnel) to identify root causes of customer problems and/or dissatisfaction to resolve issue promptly
  • Proactively resolve customer complaints while providing excellent customer service
  • Establish solid relationships with customers and business partners by maintaining positive, professional, and effective communication relationships
  • Develop product knowledge regarding merchandise, fabric, style, size, and fit to assist store operations personnel
  • Execute outreach activities to support customer communications
  • Record, report, and maintain Support Center information as required
  • Keep records of customer interactions over the phone
  • Maintain the highest standards of customer service
  • Customer centric focus with a sales friendly attitude
  • Familiarize and understand all areas of production as it relates to the Tuxedo Support Center
  • Work collaboratively with co-workers and management to ensure best practices are shared and the workload is completed
Skills/Abilities/Experience & Qualifications:
  • High School Diploma or equivalent
  • Must have a minimum two (2) years of customer service experience in a high-volume customer contact center environment
  • Must have stable work history
  • Ability to handle inbound and/or outbound high call volume in a team-oriented Support Center environment
  • Prior experience in auditing and/or verifying orders
  • Experience in the retail or hospitality industry is preferred
  • Computer literate and working knowledge of Microsoft Office (Word, Excel, Outlook) is required (Proficiency testing in Excel 2010 and Typing will be administered by HR)
  • Oracle software experience is a plus and the ability to learn customer service software applications
  • Must have excellent verbal and written communication skills
  • Must be fluent in speaking, reading, writing and understanding the English Language for purposes of performing necessary job duties
  • Effective time management, conflict resolution, and critical thinking skills for problem resolution issues
  • Accurate and good data entry skills
  • Must have good typing skills
  • Must have excellent attention to detail to review and audit rental tuxedos reservations in the system
  • Strong organizational skills
  • Ability to prioritize and organize work related tasks and special projects
  • Strong listening skills and ability to deal tactfully and effectively with customers in a fast-paced customer focused Support Center
  • Excellent telephone etiquette and demeanor
  • Maintain at all times a professional, positive, and friendly attitude
  • High initiative in providing outstanding and quality customer service at all times in a time sensitive operation
  • Strong decision-making, problem solving and analytical abilities
  • Must be able to attend all scheduled training classes and successfully complete the 6 week training period
  • Must have strong customer service follow-up and relationship building skills to assist store operations personnel
  • Ability to learn quickly and be self-motivated with high initiative
  • Must be dependable and reliable
  • Must have the ability to communicate effectively with management and all levels within the organization
  • Must be flexible with work schedule to work any shift during Tuxedo Support Center hours of operation

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