Temporary Call Center Universal Agent, US (Remote)
Job Summary
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, Skip*Hop 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 Carter's.
How You’ll Make An Impact
The Temporary Call Center Universal Agent is the first point of contact for Carter's 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, 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).
What You’ll Do
Identify and handle all customer inquiries completely and accurately via Phone, Email, and/or Chat as determined by 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.
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 to support daily tasks.
Participate in individual and team training sessions to stay current with knowledge and best practices.
Education customers on Carter’s and OshKosh products to maximize upsell and cross-sell opportunities.
Schedule and manage any required customer follow-ups following Contact Center guidelines.
What We Offer
30% employee discount plus additional perks and discount programs
50% - Customer Interaction & Communication: Demonstrating strong customer service and sales skills to optimize the experience for each customer contact.
Technology, Training, Sales & Follow-Up: Using technology tools as directed and within established guidelines to support daily tasks.
Documentation & Data Management: Completing necessary documentation to manage customer complaints and solutions.
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
What We Offer
Flexible and adaptable roles to maintain smooth and efficient service for our customers
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.
Equal Opportunity Employer
We are committed to creating a diverse environment and are 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.