Call Center Universal Agent

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:

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

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 Carter’s 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 organization’s customer data

WE’D 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 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. 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.