Temporary Call Center Universal Agent, Canada (Remote)

Carters; Mississauga; Remote; CAD 22,000 - 29,000; Full time

Benefits offered by this job

Laptop provided

Extra monitor provided

30% employee discount

Job summary

Carter's is seeking a Temporary Call Center Universal Agent in Canada (Remote). The role is fully remote with a schedule that may include weekends and holidays. Equipment including a laptop, mouse, headset, and extra monitor are provided, plus a 30% employee discount and additional perks.

Eligible to convert to permanent based on performance. Ideal candidates have 6+ months of customer service experience and strong written and verbal communication skills.

Qualifications

• 6+ months of customer service experience.
• Ability to communicate effectively in written and verbal form.
• Experience in call center, retail, or e-commerce is a plus.

Responsibilities

• Identify and handle customer inquiries via Phone, Email, and Chat as needed.
• Demonstrate strong customer service and sales skills to optimize the experience for each contact.
• Resolve customer complaints and escalate when necessary to ensure complete resolution.
• Document interactions and maintain accurate customer data in contact center systems.
• Maintain confidentiality of customer information.

Skills

Customer service

Written and verbal communication

Sales skills

Job description

Temporary Call Center Universal Agent, Canada (Remote)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).**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 programs50% - Customer Interaction & Communication:Identify and handle all customer inquiries completely and accurately via Phone, Email, and/or Chat as determined by business needsDemonstrate strong customer service and sales skills to optimize the experience for each customer contactAlert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problemResolve customer complaints and concerns to the satisfaction of the customer and escalate as needed to a call center lead agent20% Technology, Training, Sales & Follow-Up:Use technology tools as directed and within established guidelines to support daily tasksParticipate in individual and team training sessions to stay current with knowledge and best practicesEducate customers on Carter's and OshKosh products to maximize upsell and cross-sell opportunitiesSchedule and manage any required customer follow-ups following Contact Center guidelines30% Documentation & Data Management:Complete necessary documentation to manage customer complaints and solutionsMaintain accurate customer data including documentation of discussions, issues, customer requests, or other relevant information in Contact Center systemsMaintain confidentiality of the organization's customer dataWE'D LOVE TO HEAR FROM YOU IF:Must have:6+ months of customer service experienceAbility to communicate effectively in both written and verbal communicationAbility to work independently, adhere to work schedule, and manage regular duties with minimal supervisionPreferred skills and experience:Call center, Retail, and/or E-commerce experience is a plusTechnical aptitude is a plus, but not required#LI-RemoteMAKE 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. 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 customersCarter's | 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.Carter's | OshKosh est un employeur souscrivant au principe de l'égalité d'accès à l'emploi et encourage tous les candidats intéressés et qualifiés à postuler. Si vous avez besoin de certaines mesures d'adaptation, n'hésitez pas à communiquer avec nous. .