Carter’s, Inc. is the largest branded marketer in North America of apparel 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 1,000 Company-operated stores in the United States, Canada, and Mexico and online at www.carters.com, www.oshkosh.com, www.cartersoshkosh.ca, and www.carters.com.mx. The Company’s Child of Mine brand is available at Walmart, its Just One You brand is available at Target, and its Simple Joys brand is available on Amazon. The Company also owns Skip Hop, a global lifestyle brand for families with young children. Carter’s is headquartered in Atlanta, Georgia. Additional information may be found at www.carters.com.

Baby Clothing, Kids Clothes, Toddler Clothes Carter's

Shop for baby clothing, baby necessities and essentials at Carters.com, the most trusted name in baby, kids, and toddler clothing. Shop our selection of cute baby & kids clothing.

ESSENTIAL JOB FUNCTIONS (TASKS, DUTIES AND RESPONSIBILITIES MOST IMPORTANT FOR THE JOB)

First level customer support

• First point of contact for Carter’s customers via Phone, Email and/or Chat
• Communicate effectively in both written and verbal communication fluently
• Demonstrate strong customer service and sales skills to optimize the experience for each customer contact
• Identify and handle all customer inquiries completely and accurately via Phone, Email and/or Chat as determined by the business needs
• Alert 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 services
• Complete necessary documentation to manage customer complaints, uses and subsequent solutions
• Schedule, assign, or act on any required customer follow-up in accordance with Contact Center guidelines
• 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
• Maintain confidentiality of the organization’s customer data
• Maintain accurate customer data including documentation of discussions, issues, customer requests or other relevant information into Contact Center systems as required
• Participate in individual and team trainings and meetings to ensure knowledge is up-to-date

SECONDARY FUNCTIONS (IF APPLICABLE - ANY DUTIES NOT CONSIDERED ESSENTIAL)

• Suggest Contact Center process improvements and participate in Contact Center initiatives for increased effectiveness
• Abide by Carter’s policies and procedures; specifically the attendance policy
• Must know, understand and follow all Standard Operating Procedures
• Other miscellaneous duties assigned

KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS MINIMUM COMPENTENCIES REQUIRED FOR JOB PERFORMANCE)

• Computer literacy and basic ability to navigate systems and utilize Windows-based applications
• Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision
• Preferred experience working in a call center environment and/or customer service experience
• Demonstrate excellence with listening, verbal and written communication skills
• Working knowledge of computers, office software, email and chat
• Ability to successfully operate multiple communication platforms simultaneously

Pursuant to Colorado regulations, if this job is performed in Colorado, the hourly pay rate range is $13.00 - $15.00

#LI-Remote

Required Experience:

PRIOR WORK EXPERIENCE AND EDUCATION REQUIREMENTS

• High school diploma or a GED preferred (not required)
• Minimum 6 months of customer service experience
• Call center, Retail and/or Ecommerce experience is a plus
• Technical aptitude is a plus, but not required

PHYSICAL 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 Mbps
• Ability to work in a highly structured environment
• Ability to work in a competitive performance driven environment
• Ability to handle repetitiveness of contacts from internal and external customers
• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer
• Holiday work schedule as defined by Management and business needs/volume
• Comply with blackout periods as determined by Management

NOTE- 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.

Carters 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.
Required Experience: