Carter's, Inc. is the largest branded marketer in North America of apparel exclusively for babies and young children. These brands are sold in leading department stores, national chains, and specialty retailers domestically and internationally. The Company also owns Skip Hop, a global lifestyle brand for families with young children. Project & Initiative Delivery: 10% Maintain working knowledge of IT project initiatives to ensure IT Support Center readiness for supporting project rollout timelines Operations, Support & Service Delivery: 80% Address any and all customer service issues promptly Adhere to all productivity standards as communicated each week Address and resolves basic incidents and requests; log all incidents and requests; engage other service desk resources or appropriate Information Technology resources to resolve incidents that are beyond the scope of their ability or responsibility Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude Perform root cause analysis on tickets and obtain advanced troubleshooting skills Communicate accurate and timely information through Service Interruption Notification process and other notification processes as required Ensure end-to-end user experience and provide a single point-of-contact for the customer Analyze and resolve incidents and requests regarding use of application software or hardware. Experience and Skills High School diploma Customer Service training preferred 1 - 2 years of IT Support Center experience preferred Able to receive, work, and respond to ticket inquiries via phone, chat and email channels as determined by Carters Demonstrates ability and desire to learn Carters applications, technology, and terminology Demonstrated ability to learn customer support processes and techniques Strong analytical skills Competency in MS Office Suite Customer service orientation and/or prior customer service training Must be willing to work a flexible work schedule and additional work hours to accomplish necessary work or for remediation of an information technology issue Ability to adhere to timely and regular attendance expectations in order to meet the needs of customers and all productivity standards Remediation of information technology issues Carters is committed to creating a diverse environment and is proud to be an equal opportunity employer.
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