Call Center Universal Agent (Hawaii) (Temporary)
Job Description
Carter’s, Inc. is the largest branded marketer in North America of apparel exclusively for babies and young children. The Company owns the Carter’s and OshKosh B’gosh brands, two of the most recognized brands in the marketplace. These brands are sold in leading department stores, national chains, and specialty retailers domestically and internationally. They are also sold through more than 1,000 Company-operated stores in the United States, Canada, and Mexico and online at www.carters.com, www.oshkosh.com, www.cartersoshkosh.ca, and www.carters.com.mx. The Company’s Child of Mine brand is available at Walmart, its Just One You brand is available at Target, and its Simple Joys brand is available on Amazon. The Company also owns Skip Hop, a global lifestyle brand for families with young children. Carter’s is headquartered in Atlanta, Georgia. Additional information may be found at www.carters.com.
Baby Clothing, Kids Clothes, Toddler Clothes | Carter's
Shop for baby clothing, baby necessities and essentials at Carters.com, the most trusted name in baby, kids, and toddler clothing. Shop our selection of cute baby & kids clothing.
Carter's, Inc. is the largest branded marketer in North America of apparel exclusively for babies and young children. The Company owns the Carter's and OshKosh B'gosh brands, two of the most recognized brands in the marketplace. These brands are sold in leading department stores, national chains, and specialty retailers domestically and internationally. They are also sold through more than 1,000 Company-operated stores in the United States, Canada, and Mexico and online at www.carters.com, www.oshkosh.com, and www.cartersoshkosh.ca. The Company's Just One You and Genuine Kids brands are available at Target, its Child of Mine brand is available at Walmart, and its Simple Joys brand is available on Amazon. The Company also owns Skip Hop, a global lifestyle brand for families with young children. Carter's is headquartered in Atlanta, Georgia. Additional information may be found at www.carters.com.
ESSENTIAL JOB FUNCTIONS
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
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
KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS
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
Pursuant to Colorado regulations, if this job is performed in Colorado, the hourly pay rate range is $13.00 - $15.00
#LI-REMOTE
Required Experience:
PRIOR WORK EXPERIENCE AND EDUCATION REQUIREMENTS
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
PHYSICAL AND WORK DEMANDS
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
NOTE- THIS POSITION 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 POSITION 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.
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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.
Application Instructions
Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!
Apply OnlinePosted: 3/13/2023
Job Status: Full Time
Job Reference #: JR14335