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, skiphop and little planet brands. The role supports customer needs through phone, email, and chat with a focus on providing quality service and opportunities to upsell or cross-sell carter’s products and services.
responsibilities
* first point of contact for carter’s customers via phone, email and/or chat
* communicate effectively in written and verbal form
* demonstrate strong customer service and sales skills to optimize the customer experience
* identify and handle all customer inquiries completely and accurately via preferred contact channel
* escalate issues to management when resolution requires escalation or may indicate a larger problem
* educate and recommend carter’s and oshkosh products to maximize opportunities to upsell or cross-sell
* document customer complaints, issues, and solutions for future reference
* schedule, assign, or act on required customer follow-up per contact center guidelines
* resolve complaints to the customer’s satisfaction and escalate when needed to a lead agent
* use technology tools as directed and within guidelines
* maintain confidentiality of customer data
* maintain accurate customer data and documentation in contact center systems
* participate in individual and team trainings and meetings to ensure up-to-date knowledge
secondary functions (non-essential)
* suggest contact center process improvements and participate in initiatives for effectiveness
* adhere to carter’s policies and procedures, including attendance
* follow all standard operating procedures
* perform other miscellaneous duties as assigned
* demonstrate basic computer literacy and ability to navigate windows-based applications
* work independently and manage regular duties with minimal supervision
* preferred experience in a call center and/or customer service
* exhibit excellence in listening, verbal, and written communication
* proficiency with computers, office software, email, and chat
* ability to operate multiple communication platforms concurrently
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 headset (carter’s-provided) and high-speed internet (minimum 20 mbps)
* ability to work in a highly structured, 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
note: this position description is not all-inclusive. Duties may be changed or reassigned at management’s discretion, and employees may be required to perform duties not listed here.
carter’s is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration 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.
carter’s, inc. (nyse:cri) is a leading marketer of apparel for babies and young children. Carter’s brands are sold in leading department stores, national chains, and online, with company-operated stores in the united states and canada. Carter’s is headquartered in atlanta, georgia.
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