Direct Service Associate – Seasonal

Mattel, Inc.

Seasonal remote customer service associate supporting American Girl catalog and online shoppers. Handling phone and email inquiries, transactions, and issue resolution during the holiday season.

Posted 8/4/2026part-timeRemote • Wisconsin • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on first-contact resolution, effective communication, and the ability to manage customer inquiries across various channels. Proficient in data entry and maintaining confidentiality while adhering to company policies and procedures.

Highest-signal resume keywords

Customer ServiceData EntryVerbal CommunicationProblem-SolvingMicrosoft Windows

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Typing Speed of 30 Words Per MinuteBasic Math SkillsData Entry SkillsCustomer Service Software ProficiencyWeb Browsers Experience

Soft Skills

Strong Listening SkillsProfessionalismFlexibilityResilienceEmpathy

Certifications & Qualifications

High School Diploma or GED

Industry Keywords

Customer SatisfactionCall Center ExperienceRemote WorkSeasonal AssignmentEscalated Situations

About the role

Key responsibilities & impact

Provide exceptional customer service reflecting American Girl and Mattel service standards
Support catalog and online customers through inbound and outbound phone calls, email, and other assigned channels
Resolve product, order, shipping, payment, and service-related inquiries, striving for first-contact resolution
Process customer transactions accurately and efficiently
Maintain knowledge of products, promotions, policies, and services across multiple brands
Document customer interactions and transactions in company systems
Research and resolve customer concerns according to established processes and guidelines
Handle customer concerns and escalated situations with professionalism and empathy
Assist with training and supporting seasonal team members as needed
Meet quality, productivity, attendance, and customer satisfaction expectations
Maintain confidentiality of customer and company information
Follow company policies, procedures, and remote work requirements

Requirements

What you’ll need

High school diploma or GED required
Must be available for the full seasonal assignment, approximately September through December
Must be available for schedule changes, weekend shifts, and holidays as business needs require
Must work remotely from a designated home address in Wisconsin or Illinois
Must maintain a professional, distraction-free home workspace
Must attend mandatory virtual training for up to 10 days
Must participate in training 25–40 hours per week, Monday through Friday, during designated CDT time windows
Minimum typing speed of 30 words per minute or 880 keystrokes per minute
Basic math skills, including addition, subtraction, multiplication, and division
Basic proficiency with Microsoft Windows
Basic experience using web browsers and internet functionality
Ability to learn transactional and customer service software systems quickly
Strong, accurate data entry skills
Excellent verbal and written communication skills
Strong customer service, problem-solving, and issue-resolution skills
Ability to apply established guidelines, policies, and procedures
Strong listening skills and ability to adapt communication style
Ability to remain calm and professional during challenging customer interactions
Ability to manage fluctuating workloads, call volumes, and changing priorities
Demonstrated resilience, flexibility, and commitment to customer service
Previous customer service, call center, retail, or related experience preferred

Benefits

Comp & perks

All necessary equipment will be provided by the Company
Fully remote, work-from-home position
Expanded hours may be available closer to the holiday season