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

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 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. 

Key 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. 

Qualifications

• 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. 

Additional Information

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 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. 

Who We Are: 
 
American Girl is a premium brand for girls and a wholly-owned subsidiary of Mattel, Inc. (NASDAQ:MAT, www.mattel.com), 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. 
 
Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers. 
 
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.