Temporary Call Center Agent, Hawaii

About the Role

Given the nature of the role, agents will be expected to demonstrate strong customer service and sales skills to optimize each customer interaction. This includes identifying and resolving customer issues, demonstrating product knowledge, and maximizing upsell and cross-sell opportunities. The position reports to the Call Center Supervisor and offers the potential to convert to a permanent role based on performance and business needs.

What You Will Do

• 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.
• 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.
• Complete necessary documentation to manage customer complaints and solutions.
• Maintain accurate customer data including documentation of discussions, issues, customer requests, or other relevant information in Contact Center systems.
• Maintain confidentiality of the organization’s customer data.

What We Are Looking For

• 6+ months of customer service experience.
• Ability to communicate effectively in both written and verbal communication.
• Ability to work independently, adhere to a work schedule, and manage regular duties with minimal supervision.
• Strong problem-solving skills to resolve customer complaints and concerns.
• Ability to learn and understand Carter’s and OshKosh products.
• Basic computer skills and familiarity with customer service software.
• Ability to work a schedule that includes a weekend day and holiday schedule as defined by Management.
• Must reside in Hawaii.

Nice to Have

• Call center, retail, and/or e-commerce experience.
• Technical aptitude.
• Experience with sales and customer service technology platforms.
• Certification in customer service or a related field.

Benefits and Perks

• Competitive hourly rate.
• 30% employee discount on Carter’s and OshKosh products.
• Additional perks and discount programs.
• Opportunity for career development and professional growth.
• Remote work environment with provided equipment (laptop, mouse, headset, and extra monitor).
• Potential for the role to convert to a permanent position based on performance and business needs.
• Access to training and development programs to enhance career evolution.
• Inclusive and diverse work environment that values innovation and community.

• Ensure you have a quiet, dedicated workspace for remote work to maintain professionalism during customer interactions.
• Highlight any previous experience in customer service, especially in call center environments, to stand out as a candidate.
• Familiarize yourself with Carter’s and OshKosh products to demonstrate your ability to learn and promote their offerings.
• Practice your problem-solving skills by preparing examples of times when you successfully resolved customer complaints.
• Consider creating a portfolio or examples of your customer service skills, such as positive feedback from previous roles, to share during the application or interview process.
• Be prepared to discuss your ability to work independently and manage your time effectively in a remote setting.
• Ask about opportunities for career development and growth within the company during the interview to show your interest in long-term engagement.