Customer Care Concierge 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 Customer Care Concierge Agent is a cut above the traditional customer care role. This position is designed for trusted experienced agents who are empowered to deliver highly personalized judgment-based service for our most valued customers through phone email and chat channels.
Concierge Agents serve those customers selected for Concierge Care - our elevated service experience for families who warrant deeper more thoughtful support based on lifetime value loyalty engagement PLCC participation or demonstrated need. Concierge Care customers are not transactional relationships; they are long-term families we know remember and advocate for.
The Concierge Agent is entrusted with autonomy discretion and a monthly discretionary budget to create moments of care that are human memorable and meaningful. Success in this role is measured not only by resolution but by loyalty trust and emotional connection.

80% Customer Advocacy & Relationship Ownership:

• Act as a dedicated advocate for Concierge Care customers providing white-glove end-to-end support across all touchpoints.
• Use sound judgment to resolve complex or sensitive customer situations without unnecessary escalation utilizing full empowerment to make the right decision for the customer.
• Build long-term relationships with customers and their families understanding their preferences childrens ages milestones and needs.
• Ensure every customer leaves interactions feeling heard valued and fully satisfied.
• Leverage a $1k monthly discretionary budget to surprise delight and care for customers in meaningful ways.
• Confidently make decisions that prioritize customer experience while aligning with brand values and business integrity.
• Deliver thoughtful gestures during pivotal moments (life events challenges celebrations) that reinforce emotional loyalty.
• Demonstrate courage and confidence to do the right thing without fear when the situation calls for elevated care.
• Proactively reach out to customers when relevantnew product drops seasonal transitions or styles aligned to known preferences.
• Monitor customer histories and signals to anticipate needs rather than react to issues.
• Maintain ownership of follow-ups ensuring commitments are honored and experiences feel seamless.
• Maintain deep knowledge of Carters products across age ranges categories and seasonal assortments.
• Provide personalized age-appropriate product recommendations that add genuine value to the customers experience.
• Identify natural opportunities to upsell or cross sell in a way that feels consultative not transactional.

20%: Collaboration & Program Stewardship

• Partner with Universal Agents and leadership to identify customers who may benefit from Concierge Care enrollment.
• Share insights trends and best practices to continuously evolve the concierge care experience.
• Support cross training initiatives and assist in broader Customer Care or Consumer Affairs needs as required.

WED LOVE TO HEAR FROM YOU IF:

Must have:

• Minimum 3 years of experience in hospitality or related customer-facing roles
• Call center experience is preferred
• Proven experience in hospitality customer care retail or service roles requiring high judgment and autonomy
• Exceptional emotional intelligence empathy and listening skills
• Strong decision-making ability with comfort operating under minimal scripting
• Deep product knowledge or demonstrated ability to quickly master product assortments
• Excellent written and verbal communication skills
• High integrity discretion and accountability when managing budgets and customer decisions

Preferred skills and experience:

• Experience supporting high value or relationship-based customers
• Background in luxury service concierge hospitality or premium retail environments
• Strong relationship building and customer retention experience
• Ability to mentor or model elevated service behaviors for peers

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.