Overview
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. There are many reasons to build your career at carter's. First level customer support.
responsibilities
* first point of contact for carter’s customers via phone, email and/or chat
* communicate effectively in written and verbal communication
* 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 business needs
* alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger 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 in contact center systems as required
* participate in individual and team trainings and meetings to ensure knowledge is up-to-date
secondary functions (if applicable)
* suggest contact center process improvements and participate in initiatives for increased effectiveness
* abide by carter’s policies and procedures, including the attendance policy
* know, understand, and follow all standard operating procedures
* other miscellaneous duties assigned
* computer literacy and ability to navigate windows-based applications
* ability to work independently, adhere to a work schedule and manage regular duties with minimal supervision
* preferred experience in a call center or customer service
* demonstrate excellence with listening, verbal, and written communication skills
* working knowledge of computers, office software, email, and chat
* ability to operate multiple communication platforms simultaneously
prior work experience and education
* high school diploma or 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 headset capable of use with carter’s headset
* high speed internet with minimum speed of 20 mbps
* ability to work in a highly structured, competitive performance-driven environment
* ability to handle repetitiveness of contacts from internal and external customers
* frequent speaking and listening using a headset; long periods at a computer
* holiday work schedule as defined by management and business needs/volume
* compliance with blackout periods as determined by management
eeo statement: 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.
carter’s, inc. (nyse:cri), is the largest branded marketer in the united states of apparel and related products for babies and young children, owning the carter’s and oshkosh b’gosh brands. They are sold in leading department stores, national chains, and specialty retailers domestically and internationally, including online and through more than 600 company-operated stores in the united states and canada. Carter’s is headquartered in atlanta, georgia.
#j-18808-ljbffr