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

• Maintain accurate customer data including documentation of discussions, issues, customer requests or other relevant information into Contact Center systems as required
• Demonstrate strong customer service and sales skills to optimize the experience for each customer contact
• Complete necessary documentation to manage customer complaints, uses and subsequent solutions
• Educate and recommend Carter’s and OshKosh products to the customer maximizing opportunities to upsell or cross-sell company products and services
• Resolve customer complaints and concerns to the satisfaction of the customer and escalate as needed to a call center lead agent
• Communicate effectively in both written and verbal communication fluently
• Schedule, assign, or act on any required customer follow-up in accordance with Contact Center guidelines
• 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
• Use technology tools as directed and within established guidelines
• Participate in individual and team trainings and meetings to ensure knowledge is up-to-date
• Maintain confidentiality of the organization’s customer data
• First point of contact for Carter’s customers via Phone, Email and/or Chat

SECONDARY FUNCTIONS (IF APPLICABLE - ANY DUTIES NOT CONSIDERED ESSENTIAL)

• Must know, understand and follow all Standard Operating Procedures
• Suggest Contact Center process improvements and participate in Contact Center initiatives for increased effectiveness
• Other miscellaneous duties assigned
• Abide by Carter’s policies and procedures; specifically the attendance policy

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

• Working knowledge of computers, office software, email and chat
• Preferred experience working in a call center environment and/or customer service experience
• Ability to successfully operate multiple communication platforms simultaneously
• Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision
• Demonstrate excellence with listening, verbal and written communication skills
• Computer literacy and basic ability to navigate systems and utilize Windows-based applications

Pursuant to Colorado regulations, if this job is performed in Colorado, the hourly pay rate range is $13.00 - $15.00
Required Experience
PRIOR WORK EXPERIENCE AND EDUCATION REQUIREMENTS

• Call center, Retail and/or Ecommerce experience is a plus
• Technical aptitude is a plus, but not required
• Minimum 6 months of customer service experience
• High school diploma or a GED preferred (not required)

PHYSICAL AND WORK DEMANDS

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer
• Ability to work in a highly structured environment
• Comply with blackout periods as determined by Management
• Holiday work schedule as defined by Management and business needs/volume
• High speed internet with minimum speed of 20 Mbps
• Ability to handle repetitiveness of contacts from internal and external customers
• Ability to work in a competitive performance driven environment
• Access to a reliable computer with a mouse, keyboard, ethernet port, and input for a headset(Carter’s-provided headset)

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.