Overview
peak season call center agent-3 role at carter’s inc. The company serves families with young children and operates carter’s, oshkosh b’gosh, skip hop and little planet brands. This position involves first-level customer support across phone, email, and chat, with a focus on delivering excellent service and opportunities to upsell or cross-sell carter’s products.
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 inquiries completely and accurately via phone, email, and/or chat
* escalate issues to management when needed for complete resolution
* educate and recommend carter’s and oshkosh products to maximize upsell or cross-sell opportunities
* complete necessary documentation to manage customer complaints and solutions
* schedule or act on required follow-up in accordance with contact center guidelines
* resolve customer complaints to satisfaction and escalate as needed
* use technology tools as directed within established guidelines
* maintain confidentiality of customer data
* maintain accurate customer data and document discussions in contact center systems
* participate in trainings and meetings to stay up-to-date
secondary functions (if applicable)
* suggest contact center process improvements and participate in initiatives
* adhere to carter’s policies and procedures, including attendance
* follow all standard operating procedures
* other miscellaneous duties as assigned
* computer literacy and ability to navigate windows-based applications
* ability to work independently and manage duties with minimal supervision
* preferred experience in a call center or customer service role
* strong 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, and headset
* high-speed internet with minimum 20 mbps
* ability to work in a highly structured and performance-driven environment
* ability to handle repetitive contacts from customers
* frequent speaking and listening with a headset; long periods at a computer
* holiday work schedule as defined by management and business needs
* comply with blackout periods as determined by management
carter’s is committed to creating a diverse environment and is 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 law.
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