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 www.carters.com, www.oshkosh.com, and www.cartersoshkosh.ca. 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 www.carters.com.
- Monitor social media platforms
- Respond to customers posts and private messages in a timely manner
- Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
- Resolve customer complaints and problems to the satisfaction of the customer and escalate as needed to appropriate escalation distribution groups.
- Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision
- Own open issues and work closely with escalation partners to identify, document, and monitor any and all exceptions and communicates the occurrence and updates to the appropriate teams
- Use technology tools as directed and within established guidelines
- Maintain confidentiality of the organizations customer data
- Participate in individual and team trainings and meetings to ensure knowledge is up-to-date
- Maintain accurate customer data including documentation of discussions, issues, customer requests or other relevant information into contact center systems as required
- Monitor product reviews and respond to customer questions on the website
- Support of Ship to Store and Store 6 initiatives
- Other miscellaneous duties assigned
- Suggest Contact Center process improvements and participate in Contact Center initiatives for increased effectiveness
- Report on trends or provide additional data when requested
Pursuant to Colorado regulations, if this job is performed in Colorado, the hourly pay rate range is $17.50-$19.00
LI-REMOTE
Experience and Skills
- Previous customer service experience
- Demonstrate excellence with listening, verbal, and written communication skills
- Working knowledge of computers, office software, email, and Salesforce
- Sound judgement and ability to prioritize and maintain a schedule
- Ability to navigate and multi-task
- Must have the ability to abide by all of Carters policies and procedures, specifically the attendance policy
- Familiarity with social media channels (Facebook, Instagram, and Twitter)
- Resourceful and solution oriented
- Team player. Operates effectively in a fast-paced, deadline-driven environment
- Minimum 6 months of customer service experience
- Call center, Consumer Affairs, Retail and/or eCommerce experience
- 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
- Follow work from home policies
- 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.
