American Girl Retail Service Specialist (Reg. Part-Time/ 30 hour)

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.

The Team: The American Girl Retail team is integral in providing lifetime memories to American Girl fans and their families. Our experiential retail stores provide shopping destinations like no other. This requires Innovation, Collaboration and Execution from all who are a part of this division. Our in-store experiences range depending on location from Girl and Doll Salons, Full-Service Restaurants, Personal Shopping, Ear Piercing (Girl and Doll), hosting Parties/Celebrations to name a few. Expect a dynamic and fast-paced role where you get to make decisions that impact the team as well as our customers

Job Description

The Opportunity: The Retail Service Specialist is located at the AG Retail Flagship Chicago location and reports directly to the Assistant Department Manager. They are responsible for the overall day-to-day of customer service and curbside orders. We are looking for a dynamic individual who has interpersonal skills to provide directions, answer questions, resolve and record customer problems, assisting, and supporting the store in all aspects of customer service.

What Your Impact Will Be: 

• Approach, acknowledge, and assist customers promptly; handle multiple customers effectively, keeping up with the pace of business.
• Assess and meet customer merchandise and service needs by sharing product knowledge, answering questions, and directing customers to merchandise, suggestive upselling, and awareness of product availability.
• Process curbside orders and correspondence.
• Share information on store events, promotions, and activities with customers.
• Promptly and accurately process all point-of-sale transactions, including handling instore and online returns and telephone orders.
• Makes suggestions/share product knowledge to turn returns into exchanges.
• Prioritize customer experience by providing premium customer service and assisting with customer recovery/retention.
• Communicate merchandise and service needs to management on a timely basis.
• Contribute to achieving store and company goals/KPIs.
• Provide feedback to management on all observations, which could elevate the overall experience and resolve problems in a timely manner.
• Share information with co-workers following shift changes and days off.
• Seek and retain information from internal communications. Communicate store policy and processes to customers as ensure full understanding.
• Follow-up with customer service issues in a timely manner as well as partner with management for any escalated issues for a positive resolution.

Qualifications

What We’re Looking For:

•  Must have sales experience in the specialty retail or service industry.
• Must possess basic computer skills; experience using a POS System.
• Must be willing to work a flexible retail schedule, including days, nights, weekends and holidays.
• Must be able to communicate efficiently and effectively in person, via email and over the phone.
• Must possess problem solving and critical thinking skills.

Hourly:
The base hourly rate for this position is between $18 - $ 21.15.

Additional Information

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. 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 pro