Remote Call Center Agent - Seasonal Carters, Inc Braselton

Title Remote Call Center Agent - Seasonal
Date 2020
Company Carters, Inc
City Braselton

Short Description :

Equipment to support workfrom home 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 ,…

Full Description :

Job Description:

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,, and The Company's Just One You and Genuine Kids brands are available at Target, its Child of Mine brand is available at Walmart, 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

Essential Functions:

  • Strong critical thinking skills are necessary for success in this virtual role
  • Remote agents are expected to provide their own equipment to support work-from- home
    • Above-average computer literacy and ability to navigate systems and utilize windows- based applications and perform minor trouble-shooting actions
  • Ability to work independently, adhere to work schedule and manage regular duties with virtual supervision and support
  • Identify and handle all customer inquiries completely and accurately via Phone, Email and/or Chat as determined by the business needs
  • Resolve customer complaints and problems to the satisfaction of the customer and escalate as needed to a call center lead agent or supervisor
  • Utilize customer service and sales skills to optimize the opportunity of each customer contact
  • Educate and recommend Carter’s and OshKosh products to the customer maximizing opportunities to upsell or cross-sell company products and services
  • Schedule, assign, or act on any required customer follow-up in accordance with Contact Center guidelines
  • Maintain accurate customer data including documentation of discussions, issues, customer requests or other relevant information per standard operating procedures
  • Utilize contact center CRM technology and tools as directed and within established guidelines
  • Maintain confidentiality of the organization’s customer data
  • Participate in individual and team trainings and meetings to ensure knowledge is up-to-date
  • Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
  • Successful employees must communication, have consistent and regular attendance, exhibit a positive attitude and meet call center KPI goals for quality and productivity

Secondary Functions:

  • Suggest Contact Center process improvements and participate in Contact Center initiatives for increased effectiveness and improved innovation
  • Must have the ability to abide by all of Carter’s policies and procedures
  • Must understand and follow all Call Center Standard Operating Procedures
  • Other miscellaneous duties assigned

Equipment needed to perform the job:

  • Newer computer with mouse, keyboard , ethernet port and plug for headset is required
    • Windows based system with Windows version 7 is required; and Windows 10 is preferred
    • Internal or external camera is required
    • High Speed Internet with minimum speed of 20 mbps is required; 64 mbps is preferred
    • Dual desktop monitors are recommended, but not required

Required Experience:

Prior Work Experience and Education:

  • Minimum 6 months of customer service experience in a remote call center
  • Call center, Retail and/or eCommerce experience is a plus
  • High school diploma or a GED preferred, not required

Knowledge, Skills and Abilities:

  • Preferred experience working in a REMOTE call center environment
  • Technical aptitude is required to handle virtual work with the ability to navigate technology and windows-based programs, virtual desktop and self-correct basic technology challenges
  • Ability to navigate windows-based applications and possess multi-tasking abilities
  • Working knowledge of computers, office software, email, chat and ability to professionally converse with customers over the telephone
  • Demonstrate excellence with listening, verbal and written communication skills
  • Proficient reading and writing skills with a strong ability to communicate verbally and in written form

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.
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