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 the Carter’s, OshKosh B’gosh, Skip*Hop, and Little Planet brands.

Key responsibilities

• Provide first‑level customer support through phone, email, and chat.
• Communicate clearly in written and verbal English, handling inquiries accurately.
• Identify customer needs, recommend products, and pursue upsell or cross‑sell opportunities.
• Document interactions, complaints, and resolutions in the contact‑center system.
• Escalate complex issues to management or lead agents as required.
• Maintain confidentiality and accuracy of customer data.
• Participate in training sessions and team meetings to stay up‑to‑date.
• Suggest process improvements and adhere to company policies and SOPs.

Required profile

• High school diploma or GED preferred (not mandatory).
• At least six months of customer service experience; call‑center, retail, or e‑commerce background is a plus.
• Ability to work independently, follow schedules, and manage duties with minimal supervision.
• Strong listening, verbal, and written communication skills.
• Technical aptitude and basic computer literacy.

Required skills

• Proficiency with Windows operating system.
• Experience using Microsoft Office applications.
• Ability to navigate email and chat platforms.