Direct Service Associate – Seasonal

This is a fully remote position, open to applicants in Wisconsin.

📋 Description

• Deliver outstanding customer service that aligns with the standards of American Girl and Mattel.

• Assist catalog and online customers via inbound and outbound phone calls, emails, and other designated channels.

• Address inquiries related to products, orders, shipping, payments, and services, aiming for resolution on the first contact.

• Accurately and efficiently process customer transactions using established systems and procedures.

• Keep abreast of product knowledge, promotions, policies, and services across various brands.

• Record customer interactions and transactions in the company systems.

• Investigate and resolve customer issues following established processes and guidelines.

• Manage customer concerns and escalated issues with professionalism and empathy.

• Support and train seasonal team members as necessary.

• Achieve quality, productivity, attendance, and customer satisfaction goals.

• Ensure the confidentiality of customer and company information.

• Adhere to company policies, procedures, and remote work requirements.

⛳️ Requirements

• A high school diploma or GED is mandatory.

• Must be available for the entire seasonal assignment, typically from September to December.

• Flexibility for schedule changes, including weekends and holidays.

• Must work remotely from an authorized home address in Wisconsin or Illinois.

• Attendance at mandatory virtual training sessions for up to 10 days is required.

• Availability of 25–40 hours per week during training, Monday through Friday, within specified CDT hours.

• A minimum typing speed of 30 WPM or 880 keystrokes per minute is required.

• Basic math skills are necessary.

• Fundamental proficiency in Microsoft Windows is required.

• Basic understanding of web browsers and internet functionalities is essential.

• Ability to quickly learn customer service and transactional software systems.

• Strong and precise data entry skills with attention to detail are crucial.

• Excellent verbal and written communication abilities are required.

• Strong skills in customer service, problem-solving, and issue resolution are necessary.

• Ability to apply established guidelines, policies, and procedures effectively.

• Strong listening capabilities and the ability to adjust communication style as needed.

• Capacity to remain calm and professional during difficult interactions.

• Ability to manage varying workloads, call volumes, and shifting priorities.

• Demonstrated resilience, flexibility, and dedication to customer service.

• Previous experience in customer service, call centers, retail, or related fields is preferred.

🏝️ Benefits

• All required equipment will be supplied by the Company.

• This is a fully remote, work-from-home position.

• Extended hours may be available as the holiday season approaches.