Call Center Representative

• The Temporary Call Center Universal Agent is the first point of contact for Carter's customers via Phone, Email, and/or chat
• Assist in identifying and resolving customers' issues while demonstrating strong customer service and sales skills to optimize each customer interaction
• Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
• Resolve customer complaints and concerns to the satisfaction of the customer and escalate as needed to a call center lead agent
• Use technology tools as directed and within established guidelines to support daily tasks
• Participate in individual and team training sessions to stay current with knowledge and best practices
• Educate customers on Carter’s and OshKosh products to maximize upsell and cross-sell opportunities
• Complete necessary documentation to manage customer complaints and solutions
• Maintain accurate customer data including documentation of discussions, issues, customer requests, or other relevant information in Contact Center systems

Call Center Agent

• Responsible for leading and developing a fast-paced customer service and dispatch support team
• Oversee a team of Contact Center Representatives responsible for inbound call handling, service request intake, customer communication, and ticket management within ServiceNow
• Serve as the primary point of contact between the Contact Center and other internal departments including Operations, Accounting, Technical Support, Project Management, and Sales
• Supervise, mentor, and lead a team of Contact Center Representatives
• Manage 5-9 Contact Center Representatives
• Hire, onboard, and train Contact Center staff
• Provide ongoing coaching, mentoring, and performance feedback
• Conduct regular one-on-one meetings and team meetings
• Monitor employee attendance, scheduling, and adherence to assigned shifts and break schedules
• Foster a positive, professional, and team-oriented work environment
• Address employee performance concerns
• Oversee daily Contact Center operations including inbound calls, email management, and service ticket intake
• Ensure accurate and timely entry of service requests into ServiceNow
• Monitor workload distribution and staffing coverage to meet business demands
• Develop and maintain operational processes and documentation
• Analyze trends and provide actionable feedback to team members

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Call Center Agent

Contact Center Manager