Agent, Temporary Call Center Universal (eComm)-17

The Temporary Call Center Universal Agent is the first point of contact for Carter's customers via Phone, Email, and/or chat. In this role, the agent will assist in identifying and resolving customers' issues while demonstrating strong customer service and sales skills to optimize each customer interaction. This role reports to the Call Center Supervisor and is a fully remote position, with the potential to convert to a permanent role based on performance and business needs. Must be able to work a schedule that includes a weekend day and holiday schedule as defined by Management (including complying with blackout periods as determined by Management).

** $17.50/hr ** Equipment including laptop, mouse, headset, and extra monitor are provided! ** 30% employee discount plus additional perks and discount programs

50% - Customer Interaction & Communication:

Identify and handle all customer inquiries completely and accurately via Phone, Email, and/or Chat as determined by business needs

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

Resolve customer complaints and concerns to the satisfaction of the customer and escalate as needed to a call center lead agent

20% Technology, Training, Sales & Follow-Up:

Use technology tools as directed and within established guidelines to support daily tasks

Participate in individual and team training sessions to stay current with knowledge and best practices

Educate customers on Carter’s and OshKosh products to maximize upsell and cross-sell opportunities

Schedule and manage any required customer follow-ups following Contact Center guidelines

30% Documentation & Data Management:

Complete necessary documentation to manage customer complaints and solutions