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 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

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

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.

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.

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📌 Call Center Universal Agent MX (Miguel Hidalgo)
🏢 Carter's/OshKosh
📍 Miguel Hidalgo