Call Center Universal Agent

5 months ago


Mississauga, Canada Carter's Full time

**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.
- **PLEASE NOTE: CANDIDATE MUST RESIDE IN CANADA**

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

First level customer support
- Communicate effectively in both written and verbal communication fluently
- 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 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)
- Ability to work independently, adhere to work schedule and manage regular duties with mínimal supervision
- Preferred experience working in a call center environment and/or customer service experience
- Demonstrate excellence with listening, verbal and written communication skills
- 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.



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