Retail Service Support – Seasonal

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

📋 Description

• Provide outstanding customer service in line with the values and service standards of American Girl and Mattel.

• Assist customers through phone and email regarding retail experiences, product queries, purchases, reservations, orders, and service issues.

• Investigate and resolve customer concerns while aiming for resolution during the initial contact.

• Employ various systems, tools, and resources to deliver precise information and solutions.

• Accurately and efficiently process customer orders while safeguarding sensitive customer and payment data.

• Offer personalized service that addresses the unique and practical needs of customers.

• Engage with customers and retail store teams through both written and oral communication.

• Record customer interactions and transactions within company systems.

• Maintain up-to-date knowledge of products, services, retail offerings, promotions, and policies.

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

• Assist with additional customer service initiatives and special projects as assigned.

⛳️ Requirements

• A high school diploma or GED is required.

• One to two years of customer service experience is required, ideally in a call center, consumer services, retail support, or a comparable environment.

• A strong attendance record and proven job performance.

• Must be available for mandatory virtual training lasting up to 10 days.

• Availability for training 25 to 40 hours per week, Monday through Friday, during designated CDT schedules.

• A minimum typing speed of 30 words per minute or 880 keystrokes per minute.

• Basic math skills, including addition, subtraction, multiplication, and division.

• Proficient in computer use, including Windows operating systems and various software applications.

• Capability to learn customer service and transactional systems.

• Strong data entry skills with a keen attention to detail.

• Excellent verbal and written communication abilities.

• Strong interpersonal skills and sound judgment.

• A customer-focused mindset with the ability to respond effectively to customer needs.

• Strong problem-solving and issue-resolution capabilities.

• Ability to work independently from home and collaborate with team members and retail partners.

• Must reside in Wisconsin or Illinois and work from the home address provided to the Company.

• Flexibility to work a schedule that includes weekdays, weekends, and holidays.

🏝️ Benefits

• All necessary equipment will be supplied by the Company.

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

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