Seasonal Call Center Universal Agent
4 months ago
Seasonal Call Center Universal 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.
**How You’ll Make an Impact**:
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**:
- 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: (REQUIREMENTS SECTION) 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 mínimal 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.
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.
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