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.
First level customer support
First point of contact for Carter’s customers via Phone, Email and / or ChatCommunicate effectively in both written and verbal communication fluentlyDemonstrate strong customer service and sales skills to optimize the experience for each customer contactIdentify and handle all customer inquiries completely and accurately via Phone, Email and / or Chat as determined by the business needsAlert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem Educate and recommend Carter’s and OshKosh products to the customer maximizing opportunities to upsell or cross-sell company products and servicesComplete necessary documentation to manage customer complaints, uses and subsequent solutionsSchedule, assign, or act on any required customer follow-up in accordance with Contact Center guidelinesResolve customer complaints and concerns to the satisfaction of the customer and escalate as needed to a call center lead agentUse technology tools as directed and within established guidelinesMaintain confidentiality of the organization’s customer dataMaintain accurate customer data including documentation of discussions, issues, customer requests or other relevant information into Contact Center systems as requiredParticipate in individual and team trainings and meetings to ensure knowledge is up-to-dateSECONDARY FUNCTIONS (IF APPLICABLE - ANY DUTIES NOT CONSIDERED ESSENTIAL)
Suggest Contact Center process improvements and participate in Contact Center initiatives for increased effectivenessAbide by Carter’s policies and procedures, specifically the attendance policyMust know, understand, and follow all Standard Operating ProceduresOther miscellaneous duties assignedComputer literacy and basic ability to navigate systems and utilize Windows-based applicationsAbility to work independently, adhere to work schedule and manage regular duties with minimal supervisionPreferred experience working in a call center environment and / or customer service experienceDemonstrate excellence with listening, verbal, and written communication skillsWorking knowledge of computers, office software, email, and chatAbility to successfully operate multiple communication platforms simultaneouslyPRIOR WORK EXPERIENCE AND EDUCATION REQUIREMENTS
High school diploma or a GED preferred (not required)Minimum 6 months of customer service experienceCall center, Retail and / or Ecommerce experience is a plusTechnical aptitude is a plus, but not requiredPHYSICAL AND WORK DEMANDS
Access to a reliable computer with a mouse, keyboard, ethernet port, and input for a headset (Carter’s-provided headset)High speed internet with minimum speed of 20 MbpsAbility to work in a highly structured environmentAbility to work in a competitive performance driven environmentAbility to handle repetitiveness of contacts from internal and external customersFrequent speaking, listening using a headset, sitting, use of hands / fingers across keyboard or mouse, long periods working at a computerHoliday work schedule as defined by Management and business needs / volumeComply with blackout periods as determined by ManagementNOTE- THIS POSITION 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 POSITION DESCRIPTION.
Carter’s is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by federal, state, or local law.
Carter's, Inc. (NYSE : CRI), is the largest branded marketer in the United States of apparel and related products exclusively for babies and young children. The Company owns the Carter's and OshKosh B'gosh brands, two of the most recognized brands in the marketplace. These brands are sold in leading department stores, national chains, and specialty retailers domestically and internationally. They are also sold through more than 600 Company-operated stores in the United States and Canada and on-line. Carter's is headquartered in Atlanta, Georgia. If you dream of working with innovative colleagues who support and inspire you, Count on Carter's.
