Temporary Call Center Universal Agent
Job Description:
- Serve as the first point of contact for Carter's customers via Phone, Email, and/or chat
- Identify and handle customer inquiries completely and accurately
- Demonstrate customer service and sales skills to optimize each customer interaction
- Alert management to issues requiring escalation or indicating larger underlying problems
- Resolve customer complaints and concerns and escalate to a call center lead agent as needed
- Use technology tools to support daily tasks
- Participate in individual and team training sessions
- Educate customers on Carter’s and OshKosh products to maximize upsell and cross-sell opportunities
- Schedule and manage required customer follow-ups
- Complete documentation for customer complaints and solutions
- Maintain accurate customer data and records in Contact Center systems
- Maintain confidentiality of customer data
- Assist in both Consumer Affairs and eComm calls as necessary based on business demands and call volume
Requirements:
- Must reside in Canada
- 6+ months of customer service experience
- Ability to communicate effectively in both written and verbal communication
- Ability to work independently, adhere to work schedule, and manage regular duties with minimal supervision
- Must be able to work a schedule that includes a weekend day and holiday schedule as defined by Management
- Must comply with blackout periods as determined by Management
- Call center, Retail, and/or E-commerce experience is a plus
- Technical aptitude is a plus, but not required
- All Call Center positions undergo cross-training to support both Consumer Affairs and eComm calls
Benefits:
- Equipment including laptop, mouse, heet, and extra monitor are provided
- 30% employee discount plus additional perks and discount programs
- Career development through Carter’s University, Toastmasters, mentorship programs, and other development paths
- Potential to convert to a permanent role based on performance and business needs