American Girl Direct Service Associate - Seasonal (Remote - IL)
RemoteIllinois, United States or Wisconsin, United States
Job Summary
Provide exceptional customer service to catalog and online clients through phone, email, and other channels, resolving inquiries regarding products, orders, shipping, and payments while striving for first-contact resolution. Process customer transactions accurately using established systems and document all interactions within company software. Maintain a thorough understanding of American Girl products, promotions, and policies to research and resolve concerns while adhering to service guidelines. Complete mandatory virtual training for up to 10 days, scheduled Monday through Friday between 8:30 a.m. and 10:00 p.m. CDT, followed by a flexible schedule of 4 to 20 hours per week during the peak season from September through early January. Work remotely from a designated home address in Wisconsin or Illinois, maintaining a professional environment and meeting productivity and attendance expectations.
Required Qualifications
- High school diploma or GED
- 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 workloads, call volumes, and changing priorities in a fast-paced environment
- Demonstrated resilience, flexibility, and commitment to providing exceptional customer service
- Reside in Wisconsin or Illinois
Desired Qualifications
- Previous customer service, call center, retail, or related experience
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