Temporary Call Center Universal Agent, US

About the Role

In this role, you will have the opportunity to work with a variety of customers, addressing their inquiries and concerns in a professional and courteous manner. Your goal will be to provide a positive customer experience, ensuring that each interaction is handled efficiently and effectively. You will also be expected 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.

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 Carters 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 work schedule, and manage regular duties with minimal supervision
• Strong problem-solving skills and attention to detail
• Ability to work in a fast-paced environment and adapt to changing situations
• Basic computer skills and familiarity with technology tools
• High school diploma or equivalent required

Nice to Have

• Call center, retail, and/or e-commerce experience is a plus
• Technical aptitude is a plus, but not required
• Experience with customer relationship management (CRM) software
• Certification in customer service or a related field

Benefits and Perks

• Competitive hourly rate of
  5.50
• Equipment provided, including laptop, mouse, headset, and extra monitor
• 30% employee discount plus additional perks and discount programs
• Opportunities for career growth and development within the company
• Remote work arrangement with flexible scheduling
• Access to training and development programs to enhance your skills and knowledge
• Recognition and reward programs for outstanding performance

• Be prepared to provide specific examples of times when you had to handle difficult customer situations and how you resolved them.
• Make sure your resume and cover letter are tailored to the customer service industry, highlighting your communication and problem-solving skills.
• Practice your typing and computer skills before the interview, as you may be required to complete a skills assessment.
• Research Carters Inc. and its products to demonstrate your knowledge and enthusiasm for the company and its mission.
• Be prepared to ask questions during the interview, such as what a typical day looks like in this role or what opportunities there are for career growth and development.
• Consider creating a professional online presence, such as a LinkedIn profile, to showcase your skills and experience to potential employers.