Call Center Universal Agent

About the role

Join Carter’s Inc., the leading North American retailer for babies and young children, as a Call Center Universal Agent. You will be the first point of contact for customers, delivering support via phone, email, and chat while representing multiple brand families.

Key responsibilities

• Provide first‑level customer support through phone, email, and chat.
• Communicate clearly in both written and verbal formats.
• Identify, handle, and resolve customer inquiries accurately.
• Escalate complex issues to management or lead agents as needed.
• Educate customers on Carter’s and OshKosh products, upselling or cross‑selling when appropriate.
• Document all interactions, complaints, and resolutions in the Contact Center system.
• Follow up on customer requests according to Contact Center guidelines.
• Suggest process improvements and participate in team initiatives.

Required profile

• High school diploma or GED (preferred but not mandatory).
• Minimum six months of customer service experience.
• Experience in a call‑center, retail, or e‑commerce environment is a plus.
• Ability to work independently, adhere to schedule, and manage duties with minimal supervision.

Required skills

• Computer literacy with Windows‑based applications.
• Proficiency in email and chat platforms.
• Ability to operate multiple communication channels simultaneously.

What we offer

• Opportunities for growth within a large, values‑driven organization.
• Training and development programs to keep your knowledge up‑to‑date.
• A collaborative environment focused on inclusion and innovation.