[Hiring] Call Center Universal Agent @Carters Inc.

Role Description

• First level customer support
• First point of contact for Carter’s customers via Phone, Email and/or Chat
• Communicate effectively in both written and verbal communication fluently
• Demonstrate strong customer service and sales skills to optimize the experience for each customer contact
• Identify and handle all customer inquiries completely and accurately via Phone, Email and/or Chat as determined by the business needs
• Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
• Educate and recommend Carter’s and OshKosh products to the customer maximizing opportunities to upsell or cross-sell company products and services
• Complete necessary documentation to manage customer complaints, uses and subsequent solutions
• Schedule, assign, or act on any required customer follow-up in accordance with Contact Center guidelines
• 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
• Maintain confidentiality of the organization’s customer data
• Maintain accurate customer data including documentation of discussions, issues, customer requests or other relevant information into Contact Center systems as required
• Participate in individual and team trainings and meetings to ensure knowledge is up-to-date

• SECONDARY FUNCTIONS (IF APPLICABLE - ANY DUTIES NOT CONSIDERED ESSENTIAL)
• Suggest Contact Center process improvements and participate in Contact Center initiatives for increased effectiveness
• Abide by Carter’s policies and procedures, specifically the attendance policy
• Must know, understand, and follow all Standard Operating Procedures
• Other miscellaneous duties assigned
• Computer literacy and basic ability to navigate systems and utilize Windows-based applications
• Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision
• Preferred experience working in a call center environment and/or customer service experience
• Demonstrate excellence with listening, verbal, and written communication skills
• Working knowledge of computers, office software, email, and chat
• Ability to successfully operate multiple communication platforms simultaneously

Qualifications

• High school diploma or a GED preferred (not required)
• Minimum 6 months of customer service experience
• Call center, Retail and/or Ecommerce experience is a plus
• Technical aptitude is a plus, but not required

Requirements

• Access to a reliable computer with a mouse, keyboard, ethernet port, and input for a headset (Carter’s-provided headset)
• High speed internet with minimum speed of 20 Mbps
• Ability to work in a highly structured environment
• Ability to work in a competitive performance driven environment
• Ability to handle repetitiveness of contacts from internal and external customers
• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer
• Holiday work schedule as defined by Management and business needs/volume
• Comply with blackout periods as determined by Management

Company Description

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. Carter's is committed to creating a diverse environment and is proud to be an equal opportunity employer.