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:
In this position, you will handle customer inquiries and address issues across multiple social media platforms (such as Facebook, Twitter, Instagram, etc.). Your primary objective will be to deliver outstanding customer service, ensure customer satisfaction, and uphold a positive brand image.
This role typical reports into Call Center Support Manager and is based in our in our remote work environment.
(35%) Consumer Affairs Responsibilities
- Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision
- Act as subject matter expert (SME) and a resource to all requestors for questions and problems for Consumer Affairs Includes: Management team, Agents and Third-Party Vender Agents) by answering questions providing instruction and proactively leading agents to seek resolutions to issues by encouraging empowerment regarding customer service policies, processes and procedures
- Partner and lead communication with various other departments and company partners as needed to ensure resolution to customer concerns
- Own open issues and work closely with escalation partners to identify, document and monitor any and all exceptions. Communicates the occurrence and updates to the Call Center Floor and the management team as needed
- Identify monitor, and escalate heightened situations to department management and company partners via the appropriate paths
- Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
- Maintain accurate customer data including documentation of discussions, issues, customer requests or other relevant information into Contact Center systems as required
- Use technology tools as directed and within established guidelines
- Maintain confidentiality of the organization’s customer data and agent feedback/discussions
- Participate in individual and team trainings and meetings to ensure knowledge is up to date
- Help provide phone and email coverage as needed
(40%) Team Support Responsibilities
- Collaborate with the Consumer Affairs Manager and Supervisor with the following processes:
- Leading the Consumer Affairs social media processes, providing monitoring coverage of all social media channels, quick response times to customer concerns and questions, and urgent issues are escalated quickly and appropriately
- Supporting team members with appropriate customer responses
- Oversee Consumer Affairs email and phone coverage, making daily and weekly plans with Consumer Affairs Manager to ensure timely replies to all consumer inquiries
- Recommending and making quick adjustments as needed to accomplish daily goals
- Support with schedule assignments, tasks, and special projects
- Develop, distribute and coordinate the development and distribution of regular department reporting, information gathering, timely distribution of weekly, monthly and annual reports
- All Call Center (CC) positions will undergo cross-training to support both Consumer Affairs and eCommerce (eComm) calls. Agents are expected to assist in both areas as needed, based on business demands and call volume. Flexibility and adaptability are essential to ensuring smooth and efficient service for our customers.
(25%) System Development & Maintenance Responsibilities
- Assist Consumer Affairs Supervisor and IT on system issue resolution and maintenance
- Provide back up to Consumer Affairs Supervisor on all system duties when necessary
- Facilitate access to correct systems, help provide training and improve system functionality for Consumer Affairs agents
WE’D LOVE TO HEAR FROM YOU IF:
Must have:
- Excellent Communication Skills
- Problem- Solving Abilities
- Multitasking and Time Management
Preferred skills and experience:
- A wide variety of past experiences (if applicable… encourages diverse backgrounds)
OUR TEAM MEMBERS:
- Lead Courageously: Have a strong sense of personal values that align with our Company values
- Collaborates Broadly: Build cooperation, 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.
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.
