American Girl Retail Service Support - Seasonal (Remote - IL)

Mattel•Chatham, IL

6h•Remote

About The Position

American Girl, a subsidiary of Mattel, is seeking Seasonal Retail Service Agents to support our peak business season from September through early January. This is a temporary, seasonal position designed to provide additional customer support during one of the Company's busiest times of the year. Employment in this role is expected to continue through the seasonal assignment and is not intended to be a regular or permanent position. As a Seasonal Retail Service Agent, you will provide a high-quality customer experience that exemplifies the guiding principles of the American Girl service philosophy while supporting our premium brand. In this role, you will deliver professional, efficient, friendly, and knowledgeable assistance to customers via phone and email, helping to resolve issues related to retail experiences, products, services, reservations, and purchases. You will strive to achieve first-contact resolution while creating meaningful and personalized customer interactions. This is a fully remote, work-from-home position. Team members must perform their job duties from their designated home address and maintain a workspace that supports productivity, professionalism, confidentiality and customer service standards. All necessary equipment will be provided by the Company. Employees must work from the home address provided during the hiring process and must reside in Wisconsin or Illinois. A mandatory virtual training program is required prior to assuming job responsibilities. Candidates must be available to attend up to 10 days of training, with a training schedule of 25 to 40 hours per week. Training is typically conducted Monday through Friday between 8:30 a.m. and 4:30 p.m. or 5:00 p.m. and 10:00 p.m., and schedules are subject to change based on business needs. Successful completion of training is required for continued employment in the role. After training ends, this position may be scheduled anywhere from 4 to 20 hours a week. Expanded hours may be available closer to the holiday season. Candidates must be available to work a flexible schedule, including weekdays, weekends, and holidays.

Requirements

High school diploma or GED required.
One to two years of customer service experience required, preferably in a call center, consumer services, retail support, or similar environment.
Exemplary attendance record and demonstrated job performance.
Must be able to attend mandatory virtual training for up to 10 days.
Must be available to participate in a training schedule of 25 to 40 hours per week, Monday through Friday, between 8:30 a.m. and 4:30 p.m. CDT or 5:00 p.m. and 10:00 p.m. CDT, subject to change based on business needs.
Minimum typing speed of 30 words per minute (WPM) or 880 keystrokes per minute.
Basic math skills, including addition, subtraction, multiplication, and division.
Strong computer proficiency, including experience with Windows operating systems and various software applications.
Ability to learn and demonstrate proficiency in customer service and transactional systems.
Strong data entry skills with a high degree of accuracy and attention to detail.
Excellent verbal and written communication skills.
Strong interpersonal skills and the ability to exercise sound judgment when responding to customer inquiries.
Demonstrated customer-focused mindset with the ability to understand and respond to customer needs.
Ability to communicate clearly, confidently, and professionally with a variety of audiences.
Strong problem-solving and issue-resolution skills.
Ability to act decisively, demonstrate urgency, and effectively remove barriers to achieve desired outcomes.
Ability to remain professional and composed when managing customer expectations and fluctuating workloads.
Ability to work independently in a remote environment while effectively collaborating with team members and retail partners.
Must reside in Wisconsin or Illinois and work from the home address provided to the Company.

Responsibilities

Deliver exceptional customer service that reflects the values and service standards of American Girl and Mattel.
Create customer interactions that are relevant, respectful, trustworthy, and meaningful.
Assist customers via phone and email with retail experiences, product inquiries, purchases, reservations, orders, and service-related concerns.
Research and resolve customer issues while striving for first-contact resolution.
Utilize multiple systems, tools, and resources to provide accurate information and solutions.
Process customer orders accurately and efficiently while safeguarding confidential customer and payment information.
Deliver personalized service experiences that address both the practical and individual needs of customers.
Communicate effectively with customers and retail store teams through both written and verbal channels.
Accurately document customer interactions and transactions within company systems.
Maintain a thorough understanding of American Girl products, services, retail offerings, promotions, and policies.
Meet established quality, productivity, customer satisfaction, and attendance expectations.
Support additional customer service initiatives and special projects as assigned.