American Girl Direct Service Associate - Seasonal (Remote - IL) 2nd Shift

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

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.

Job Description The Opportunity

American Girl, a subsidiary of Mattel, is seeking Seasonal Direct Service Agents to support our peak business season from September through early January. This is a temporary seasonal position established to provide additional support during the holiday shopping season. 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 Direct Service Agent, you will provide a high-quality customer experience that reflects the guiding principles of the American Girl and Mattel service philosophy while supporting our premium brands. In this role, you will assist catalog and online customers through phone and email interactions, providing professional, efficient, friendly, and knowledgeable service. You will resolve product and service-related inquiries, process customer transactions, and work toward achieving first-contact resolution whenever possible.

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.

Key Responsibilities

• Provide exceptional customer service that reflects the values and service standards of American Girl and Mattel.

• Support catalog and online customers through inbound and outbound phone calls, email correspondence, and other customer service channels as assigned.

• Resolve product, order, shipping, payment, and service-related inquiries while striving for first-contact resolution.

• Process customer transactions accurately and efficiently using established systems and procedures.

• Maintain a thorough understanding of products, promotions, policies, and services across multiple brands.

• Accurately document customer interactions and transactions within company systems.

• Research and resolve customer concerns while adhering to established processes, procedures, and service guidelines.

• Demonstrate professionalism and empathy when handling customer concerns and escalated situations.

• Assist with training and providing support to seasonal team members as needed.

• Meet departmental quality, productivity, attendance, and customer satisfaction expectations.

• Maintain confidentiality of customer and company information.

• Adhere to all company policies, procedures, and remote work requirements.

• High school diploma or GED required.

• Must be available to work the full seasonal assignment period, approximately September through December, including schedule changes and weekend shifts as business needs require.

• Ability to work remotely from a designated home address in a professional and distraction-free environment.

• 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.

• Basic proficiency with Microsoft Windows, including navigating between multiple windows, minimizing and maximizing applications, and performing common computer functions.

• Basic experience using web browsers and internet functionality, including navigating websites, utilizing hyperlinks, and refreshing webpages.

• Ability to quickly learn and demonstrate proficiency using transactional and customer service software systems.

• Strong data entry skills with a high degree of accuracy and attention to detail.

• Excellent verbal and written communication skills.

• Ability to communicate clearly, professionally, and effectively with customers and colleagues.

• Strong customer service, problem-solving, and issue-resolution skills.

• Ability to apply established guidelines, policies, and procedures when resolving customer concerns.

• Strong listening skills with the ability to adapt communication style to meet customer needs.

• Ability to remain calm, composed, and professional in challenging customer interactions.

• Ability to manage fluctuating worklo, call volumes, and changing priorities in a fast-paced environment.

• Demonstrated resilience, flexibility, and commitment to providing exceptional customer service.

• Previous customer service, call center, retail, or related experience preferred.

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 real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.

• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

American Girl is a premium brand for girls and a wholly-owned subsidiary of Mattel, Inc. (NASDAQ:MAT, a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences.

Our products are sold in more than 195 countries in collaboration with the world’s leading retail and ecommerce companies.

Mattel is recognized as a Great Place to Work™ and as one of Fast Company’s Best Workplaces for Innovators in 2022.

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Mattel is an Affirmative Action/Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers including minorities, females, veterans, military spouses, individuals with disabilities, and those of all sexual orientations and gender identities.