Seasonal Call Center Univeral Agent (Canada)

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.

The Seasonal 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 (through mid-December), 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).

• MUST RESIDE IN CANADA
• $17.50/hr
• Equipment including laptop, mouse, headset, and extra monitor are provided!
• 30% employee discount plus additional perks and discount programs

Key Responsibilities:

• Identify and handle all customer inquiries completely and accurately via Phone, Email, and/or Chat as determined by the 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
• 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 training and meetings to ensure knowledge is up-to-date
• Other miscellaneous duties assigned

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, and/or E-commerce 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, and 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 process.

#LI-Remote

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. 

Carter’s OshKosh is an equal opportunity employer and encourages all interested and qualified candidates to apply. Should you require any type of accommodation, please do not hesitate to contact us.

Carter’s OshKosh est un employeur souscrivant au principe de l’égalité d’accès à l’emploi et encourage tous les candidats intéressés et qualifiés à postuler. Si vous avez besoin de certaines mesures d’adaptation, n’hésitez pas à communiquer avec nous. .

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