American Girl Direct Service Associate - Seasonal (Remote - WI)

Company Description

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

Job Description

American Girl is looking for friendly, dynamic individuals to join our team as Seasonal Customer Service Agents. You will provide high quality customer experiences that exemplify the guiding truths of our Company service philosophy, while supporting our premium brand. During your typical day you’ll solve customer issues - share order, product, and retail store information, and process orders and catalogue requests.

Please note that this is currently a remote position. All necessary equipment will be provided. Applicants will need to reside in Wisconsin.

Hours include:

• Up to 20 hours per week with expanded hours during the holiday season
• Potential for overtime hours
• Availability to work a flexible schedule of Monday – Friday and weekends based on business need

What you will need:

Must be able to attend a mandatory virtual training that will last up to 10 days and accommodate a 25-40 hour per week training schedule. Training schedule is Monday through Friday from 8:30am to 4:30pm CDT or 5:00pm to 10:00pm CDT. Subject to change based on business needs

Training starts in early September! American Girl Seasonal Agent support is needed from September until early January.

Your Impact Will Be:

• Respond to consumer calls and emails received
• Resolve issues to consumer satisfaction and within guidelines of the service policy
• Input consumer data using appropriate terminology to ensure the consistency and accuracy of the consumer database
• Maintain up-to-date product knowledge and assigned skills
• Must meet departmental goals for attendance, timeliness, schedule adherence, and quality of service
• Flexible schedule required. Must be able to work during the shifts described above. Must be able to work any company holiday that the call center is open. Hours are subject to change as business dictates
• May provide backup coverage to another product skill
• Other duties as assigned by your supervisor

Qualifications

What We’re Looking For:

• High School education/GED required
• 1-2 years related experience in Consumer Services/Customer Service, preferably in a call center environment
• Exemplary attendance and job performance
• Can act decisively and with a strong sense of urgency. You strive to remove barriers to achieve objectives more quickly and effectively
• Communication skills (both written and verbal) to communicate clearly, using the correct communication formats/methods. You convey confidence, ease and enthusiasm when communicating with a variety of audiences
• Consumer/Customer focus to understand and respond to the needs of customers and/or internal or external customers
• Excellent interpersonal skills and ability to demonstrate mature judgement in order to properly respond to customer calls
• Strong knowledge of computer operating systems and various software
• Maintain high standards of email etiquette in all client and internal communications 

Additional Information

Don’t meet every single requirement? At Mattel we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

How We Work:

American Girl is subsidiary of Mattel, a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have re