Seasonal Remote Customer Care Agent

Mattel; McFarland (WI); Remote; USD 17,000 - 30,000; Full time

Job summary

American Girl, a Mattel subsidiary, seeks Seasonal Direct Service Agents to support our peak season from September through January. This remote, home-based role assists catalog and online customers via phone and email, resolving inquiries and processing transactions while upholding our service standards.

Training is mandatory (up to 10 days, 25–40 hours/week). After training, hours range from 4–20 per week, with possible increases during holidays.

Qualifications

• High school diploma or GED required.
• Must be available Sep–Dec with weekend shifts.
• Ability to work remotely from a designated home address in Wisconsin or Illinois.
• Must attend mandatory virtual training for up to 10 days (25–40 hours/week).
• After training, hours may be 4–20 per week, with possible holiday increases.
• Strong verbal and written communication and customer service skills.

Responsibilities

• Provide exceptional customer service that reflects the values and service standards of American Girl and Mattel.
• Support catalog and online customers through inbound and outbound phone calls, email correspondence, and other customer service channels as assigned.
• Resolve product, order, shipping, payment, and service-related inquiries while striving for first-contact resolution.
• Process customer transactions accurately and efficiently using established systems and procedures.
• Maintain a thorough understanding of products, promotions, policies, and services across multiple brands.
• Accurately document customer interactions and transactions within company systems.
• Research and resolve customer concerns while adhering to established processes, procedures, and service guidelines.
• Demonstrate professionalism and empathy when handling customer concerns and escalated situations.
• Assist with training and providing support to seasonal team members as needed.
• Meet departmental quality, productivity, attendance, and customer satisfaction expectations.
• Maintain confidentiality of customer and company information.
• Adhere to all company policies, procedures, and remote work requirements.

Skills

Customer service

Typing 30 WPM

Communication skills

Problem-solving

Attention to detail

Education

High school diploma or GED

Job description

American Girl, a Mattel subsidiary, seeks Seasonal Direct Service Agents to support our peak season from September through January. This remote, home-based role assists catalog and online customers via phone and email, resolving inquiries and processing transactions while upholding our service standards.

Training is mandatory (up to 10 days, 25–40 hours/week). After training, hours range from 4–20 per week, with possible increases during holidays.