Consumer Affairs Agent (Temp)

Assist consumers with all inquiries and concerns about OshKosh B’Gosh and Carter’s products, both manufactured and licensed and represent Carters in all communication with Customers - escalate as necessary (90%)

• Complete necessary documentations to manage customer complaints, uses and subsequent solutions
• Schedule, assign, or act on any required customer follow-up in accordance with Contact Center guidelines
• Maintain accurate customer data including documentation of discussions, issues, customer requests or other relevant information into Contact Center systems as required
• Maintain confidentiality of the organization’s customer data
• Participate in individual and team trainings and meetings to ensure knowledge is up-to-date
• Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problems

Conduct trend analysis and monthly statistical reports utilizing information maintained in company and department databases (10%)

• Handle Carter’s and OshKosh consumer inquiries received via mail, e-mail, telephone, and on social media
• Maintain a professional disposition while handling the consumer in a concerned, caring and empathetic manner
• Utilize problem-solving techniques and quick thinking to resolve complaints or inquiries
• Encourage consumers to return products for quality inspection
• Ensure company policies and procedures are followed for situations involving injury or potential injury
• Continuously maintain databases with information on all types of contacts, including the nature of the contact, resolution, timeliness and final outcome
• Responsible for monthly and quarterly reports that analyze trends, statistics, and provide comments to various department heads and senior management
• Conduct product searches for consumers by working within our inventory and order management systems and with retail staff
• Collaborate with eCommerce and Retail management in regarding customer’s store experience complaints
• Process consumer reimbursements, appeasements and communications
• Assist in teaching new team members by practicing tasks, emails, and phone calls with them. This includes phone shadowing.
• Make outbound calls based on marketing initiatives for product research and store surveys
• Perform back-up responsibilities for other associates serving as a phone and data entry for the rest of the department

Secondary functions (IF APPLICABLE - ANY DUTIES NOT CONSIDERED ESSENTIAL)

• Conduct outbound calls based on marketing initiatives- product research, store surveys
• Suggest Contact Center process improvements and participate in Contact Center initiatives for increased effectiveness
• Must have the ability to abide by all of Carter’s policies and procedures;
• Must know, understand and follow all Standard Operating Procedures
• Other miscellaneous duties assigned
• Occasional overtime as needed

Knowledge, skill and ability requirements minimum competencies required for job performance)

• Computer literacy and basic ability to navigate systems and utilize windows based applications (Word, Excel), email, and chat
• Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision
• Use technology tools as directed and within established guidelines
• Preferred experience working in a call center environment and/or customer service experience
• Demonstrate excellence with listening, verbal and written communication skills
• Strong multi-tasking abilities
• Proficient reading and writing skills with a strong ability to communicate verbally and in written form
• High degree of accuracy and timeliness
• Ability to manage multiple competing tasks

Prior work experience and education requirements

• High school diploma or a GED required
• Two year degree in marketing or business OR equivalent work experience
• Experience in consumer affairs or customer service in a business related environment
• Call center, Retail and/or eCommerce experience is a plus
• Technical aptitude is a plus, but not required

PHYSICAL and Work DEMANDS

• 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.

Pursuant to Colorado regulations, if this job is performed in Colorado, the hourly pay rate range is $16.25-$17.75 per hour.

Carter’s 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.