About the RoleServing 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.ResponsibilitiesFirst 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 fluent.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 escalated 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.Additional ResponsibilitiesSuggest 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.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.Education & ExperienceHigh 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 & Work DemandsAccess 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 20Mbps.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.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.
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