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, comprising carter’s, oshkosh b’gosh, skiphop and little planet brands. The company emphasizes meaningful work, constant learning, genuine people, and a community guided by core values that promote inclusion and innovation. This description reflects the responsibilities and qualifications for a first level customer support role.
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
* escalate issues to management as needed for complete resolution or to identify underlying problems
* educate and recommend carter’s and oshkosh products to the customer, maximizing opportunities to upsell or cross-sell 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 to the customer’s satisfaction and escalate as needed to a call center lead agent
* use technology tools as directed 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
* 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
* adhere to carter’s policies and procedures, including the attendance policy
* know, understand, and follow all standard operating procedures
* other miscellaneous duties as assigned
* computer literacy and ability to navigate windows-based applications
* ability to work independently, adhere to schedule and manage regular duties with minimal supervision
* preferred experience in a call center environment and/or customer service experience
* demonstrate excellence in listening, verbal, and written communication
* 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 (carter’s-provided headset)
* high-speed internet with a minimum speed of 20 mbps
* ability to work in a highly structured and performance-driven environment
* ability to handle repetitiveness of contacts from internal and external customers
* frequent speaking and listening using a headset, sitting, and using hands/fingers across keyboard or mouse
* holiday work schedule as defined by management and business needs
* comply with blackout periods as determined by management
note: this position description is not all-inclusive. Duties may be changed or reassigned at the discretion of management, and the employee may be required to perform duties not listed herein.
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.
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