Call Center Universal Agent

Serving the needs of all families with young childrenCarters Inc. is the largest North American apparel retailer exclusively for babies and young children encompassing Carters OshKosh Bgosh 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 Carters.

HOW YOULL MAKE AN IMPACT:

The Call Center Universal Agent is the first point of contact for Carters customers via Phone Email and/or 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).

50% - Customer Interaction & Communication:

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

20% Technology Training Sales & Follow-Up:

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

Educate customers on Carters and OshKosh products to maximize upsell and cross-sell opportunities

Schedule and manage any required customer follow-ups following Contact Center guidelines

30% Documentation & Data Management:

Complete necessary documentation to manage customer complaints and solutions

Maintain accurate customer data including documentation of discussions issues customer requests or other relevant information in Contact Center systems

- Maintain confidentiality of the organizations customer data

WED LOVE TO HEAR FROM YOU IF: (REQUIREMENTS SECTION)

Must have:

6 months of customer service experience

Ability to communicate effectively in both written and verbal communication

MAKE A CAREER AT CARTERS:

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

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. All Call Center (CC) positions will undergo cross-training to support both Consumer Affairs and eComm calls. Agents are expected to assist in both areas as necessary depending on business demands and call volume. Flexibility and adaptability are crucial to maintaining smooth and efficient service for our customers.

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.