Temporary Call Center Universal Agent

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

📋 Description

• Act as the initial point of contact for Carter’s customers through phone, email, and/or chat.

• Accurately identify and address customer inquiries in a thorough manner.

• Showcase customer service and sales abilities to enhance each customer engagement.

• Notify management of issues that require escalation or indicate larger underlying concerns.

• Resolve customer complaints and issues, escalating to a call center lead agent when necessary.

• Utilize technological tools as instructed to assist with daily responsibilities.

• Engage in both individual and team training sessions.

• Inform customers about Carter’s and OshKosh products to enhance upsell and cross-sell prospects.

• Schedule and oversee necessary follow-ups with customers.

• Document customer complaints and resolutions accurately.

• Keep customer data and records precise within Contact Center systems.

• Ensure confidentiality of customer information.

• Provide support for both Consumer Affairs and eComm calls as required by business needs and call volume.

• Report to the Call Center Supervisor.

⛳️ Requirements

• Must be a resident of Canada.

• A minimum of 6 months of experience in customer service.

• Strong written and verbal communication skills.

• Capability to work independently, follow a work schedule, and manage regular tasks with minimal oversight.

• Must be available to work a schedule that includes a weekend day and holiday shifts as determined by Management.

• Compliance with blackout periods as specified by Management is required.

• Experience in call centers, retail, and/or e-commerce is advantageous.

• Technical skills are beneficial but not mandatory.

• Flexibility and adaptability are essential.

• Willingness to undergo cross-training to assist with both Consumer Affairs and eComm calls.

🏝️ Benefits

• Equipment such as a laptop, mouse, headset, and additional monitor will be provided.

• Enjoy a 30% employee discount.

• Access to additional perks and discount programs.

• Opportunities for career advancement through Carter’s University, Toastmasters, mentorship programs, and other development avenues.

• Potential for conversion to a permanent position based on performance and business requirements.