Temporary Call Center Universal Agent

HOW YOU’LL MAKE AN IMPACT:

The Temporary Call Center Universal Agent is the first point of contact for Carters customers via Phone, Email,
andor 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).

** $15.50hr ** Equipment including laptop, mouse, headset, and extra monitor are provided! ** 30% employee discount plus additional perks and discount programs

50% Customer Interaction & Communication:

• Identify and handle all customer inquiries completely and accurately via Phone, Email, andor 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 & FollowUp:

  • 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 Carter’s and OshKosh products to maximize upsell and crosssell opportunities
  • Schedule and manage any required customer followups 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 organization’s customer data

    • 
      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, andor Ecommerce 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, trust, and thrive in a consensus driven environment
          • Customer Focus: Proactively seek opportunities to leverage data and factbased insights to serve customers andor 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

          • #LIRemote

            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 allinclusive. 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 crosstraining 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.