Temporary Call Center Universal Agent, Canada

Carter's Retail; Mississauga; Remote; CAD 30,000 - 60,000; Full time

Job summary

A leading apparel retailer for children is seeking a Temporary Call Center Universal Agent to support customers via Phone, Email, and Chat. The role requires strong customer service skills and the ability to work independently. This is a fully remote position. Ideal candidates will have at least 6 months of customer service experience and the capability to adapt within a team. Opportunities for career growth and development are available.

Benefits

Equipment provided

30% employee discount

Career development programs

Qualifications

• 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.

Responsibilities

• Identify and handle all customer inquiries completely and accurately via Phone, Email, and / or Chat.
• Demonstrate strong customer service and sales skills.
• Resolve customer complaints and concerns to the satisfaction of the customer.

Skills

Customer service experience

Effective communication

Independence

Call center experience

Job description

Overview

Carters Inc. is the largest North American apparel retailer exclusively for babies and young children, encompassing Carters OshKosh Bgosh Skip Hop and Little Planet brands. Meaningful work, constant learning, genuine people, and a community guided by core values that promote inclusion and innovation are in everything we do. There are many reasons to build your career at Carters.

How you'll make an impact

The Temporary Call Center Universal Agent is the first point of contact for Carters customers via Phone, Email, and / or Chat. The agent will assist in identifying and resolving customer 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).

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

Responsibilities

• 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

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 Carters and OshKosh products to maximize upsell and cross-sell opportunities
• Schedule and manage any required customer follow-ups following Contact Center guidelines

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 organizations customer data

We would 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 weve always done it this way mentality and explore new ways to achieve desired outcomes

#LI-Remote

Make a Career at Carters

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

Note: This job description is not intended to be all-inclusive. The duties described may be changed or reassigned at the discretion of management and the employee may be required to perform duties that are not listed in the job description. All Call Center (CC) positions will undergo cross-training to support both Consumer Affairs and eComm calls. Agents are expected to assist in both areas as necessary depending on business demands and call volume. Flexibility and adaptability are crucial to maintaining smooth and efficient service for our customers.

Carters OshKosh is an equal opportunity employer and encourages all interested and qualified candidates to apply. Should you require any type of accommodation please do not hesitate to contact us.

Carters OshKosh est un employeur souscrivant au principe de lgalit daccs lemploi et encourage tous les candidats intresss et qualifis postuler. Si vous avez besoin de certaines mesures dadaptation nhsitez pas communiquer avec nous.

Required Experience: Unclear Seniority

Key Skills: Athletics, Fitness, Facilities Management, Agriculture, Communication, Archicad

Employment Type: Full-Time

Experience: years

Vacancy: 1