Direct Service Associate

Summary

Join American Girl as a Seasonal Customer Service Agent and provide exceptional customer experiences that align with our company's service philosophy. This remote position, based in Illinois, involves resolving customer issues, sharing product information, and processing orders. The role requires a flexible schedule, including evenings and weekends, with up to 20 hours per week, expanding during the holiday season. Successful candidates will undergo mandatory virtual training and must meet departmental goals for attendance, timeliness, and quality of service. This seasonal position runs from September to early January. American Girl offers a supportive and inclusive work environment.

Requirements

• 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
• 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

Responsibilities

• 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
• 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

Benefits

Remote work