Temporary Call Center Universal Agent

Carter's Retail Inc.; Mississauga; Remote; CAD 35,000 - 45,000; Full time

Job summary

Carter's Retail Inc. is seeking a Temporary Call Center Universal Agent to be the first point of contact for customers via phone, email, and chat. The role involves providing excellent customer service, resolving inquiries, and maintaining customer data. This remote position has potential for permanent placement based on performance.

Benefits

Career Development Programs

Mentorship Opportunities

Flexible Work Schedule

Qualifications

• 6+ months of customer service experience required.
• Ability to communicate effectively in both written and verbal communication.
• Ability to work independently with minimal supervision.

Responsibilities

• Identify and handle all customer inquiries via Phone, Email, and/or Chat.
• Resolve customer complaints and escalate as needed.
• Complete necessary documentation to manage customer complaints.

Skills

Customer Service

Communication

Problem Solving

Job description

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, Skip

• Hop and Little Planet brands. Meaningful work, constant learning, genuine people, and a community guided by core values that promote inclusion and innovation is in everything we do. There are many reasons to build your career at Carter's.

HOW YOU’LL MAKE AN IMPACT :

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).

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
• 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
• 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

WE’D LOVE TO HEAR FROM YOU IF :

Must have :

• 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

Preferred skills and experience :

• Call center, Retail, and / or E-commerce experience is a plus
• Technical aptitude is a plus, but not required

OUR TEAM MEMBERS :

• Lead Courageously : Have a strong sense of personal values that align with our Company values
• Collaborates Broadly : Build cooperation, trust, and thrive in a consensus driven environment
• Customer Focus : Proactively seek opportunities to leverage data and fact-based insights to serve customers and / or internal clients
• Drive Growth : Set aggressive goals and implement plans precisely
• Cultivates Innovation : Respectfully challenge the “we’ve always done it this way” mentality and explore new ways to achieve desired outcomes

MAKE A CAREER AT CARTER’S :

Career Development : Success starts from within, and we have several paths from which you can choose to enhance your career evolution. From Carter’s University to Toastmasters to mentorship programs and more, we encourage you to utilize these tools to elevate your professional prowess.

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