Seasonal Call Center Universal Agent (USA)

QUESTIONNAIRE-6-38

03

Serving the needs of all families with young children, Carter’s Inc. is the largest North American apparel retailer exclusively for babies and young children, encompassing Carter’s, OshKosh B’gosh, SkipHop and Little Planet brands. Meaningful work, constant learning, genuine people, and a community guided by core values that promote inclusion and innovation is in everything we do. There are many reasons to build your career at Carters.

The Seasonal Call Center Universal Agent is the first point of contact for Carters customers via Phone, Email, and/or chat. In this role, the agent will assist in identifying and resolving customers issues while demonstrating strong customer service and sales skills to optimize each customer interaction.

This role reports to the Call Center Supervisor and is a fully remote position (through mid-December), with the potential to convert to a permanent role based on performance and business needs. Must be able to work a schedule that includes a weekend day and holiday schedule as defined by Management (including complying with blackout periods as determined by Management).

$15.50/hr

Equipment including laptop, mouse, headset, and extra monitor are provided!

30% employee discount plus additional perks and discount programs

Key Responsibilities:

Identify and handle all customer inquiries completely and accurately via Phone, Email, and/or Chat as determined by the business needs

Demonstrate strong customer service and sales skills to optimize the experience for each customer contact

Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem

Educate and recommend Carter’s and OshKosh products to the customer maximizing opportunities to upsell or cross-sell company products and services

Complete necessary documentation to manage customer complaints uses, and subsequent solutions

Schedule, assign, or act on any required customer follow-up in accordance with Contact Center Guidelines

Resolve customer complaints and concerns to the satisfaction of the customer and escalate as needed to a call center lead agent

Use technology tools as directed and within established guidelines

Maintain confidentiality of the organization’s customer data

Maintain accurate customer data including documentation of discussions, issues, customer requests, or other relevant information into Contact Center systems as required

Participate in individual and team training and meetings to ensure knowledge is up-to-date

Other miscellaneous duties assigned

WE’D LOVE TO HEAR FROM YOU IF:

Must have:

6 months of customer service experience

Ability to communicate effectively in both written and verbal communication

Ability to work independently, adhere to work schedule, and manage regular duties with minimal supervision

Preferred skills and experience:

Call center, Retail, and/or E-commerce experience is a plus

Technical aptitude is a plus, but not required

OUR TEAM MEMBERS:

Lead Courageously: Have a strong sense of personal values that align with our Company values

Collaborates Broadly: Build cooperation, and trust, and thrive in a consensus-driven environment

Customer Focus: Proactively seek opportunities to leverage data and fact-based insights to serve customers and/or internal clients

Drive Growth: Set aggressive goals and implement plans precisely

Cultivates Innovation: Respectfully challenge the “we’ve always done it this way” mentality and explore new ways to achieve desired outcomes

MAKE A CAREER AT CARTER’S:

Career Development: Success starts from within, and we have several paths from which you can choose to enhance your career evolution. From Carter’s University to Toastmasters to mentorship programs and more, we encourage you to utilize these tools to elevate your professional prowess.

#LI-Remote

NOTE: This job description is not intended to be all-inclusive. The duties described may be changed or reassigned at the discretion of management, and the employee may be required to perform duties that are not listed in the job description.

Carters is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by federal, state, or local law.