Call Center Universal Agent (Temporary)

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.

ESSENTIAL JOB FUNCTIONS (TASKS, DUTIES AND RESPONSIBILITIES MOST IMPORTANT FOR THE JOB)

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

KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS MINIMUM COMPENTENCIES REQUIRED FOR JOB PERFORMANCE)

• 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

Required Experience:

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.