American Girl Direct Service Associate - Seasonal - Remote Customer Support and Experience

Join the American Girl Team as a Seasonal Direct Service Associate and Empower Young Minds!

Imagine being part of a team that inspires creativity, imagination, and growth in young minds. At American Girl, a subsidiary of Mattel, Inc., we're dedicated to creating innovative products and experiences that entertain, educate, and develop children through play. As a leader in the toy and family entertainment industry, we're seeking a talented and enthusiastic Seasonal Direct Service Associate to join our team. In this role, you'll have the opportunity to make a positive impact on our customers, provide exceptional service, and be part of a dynamic and inclusive work environment.

About American Girl and Mattel

American Girl is a premium brand for girls and a wholly-owned subsidiary of Mattel, Inc., a leading global toy and family entertainment company. We're part of a portfolio of iconic brands, including Barbie, Hot Wheels, Fisher-Price, Thomas & Friends, UNO, and more. Our products and experiences are designed to inspire creativity, imagination, and growth in children, and we're committed to creating a workplace that's inclusive, diverse, and fun.

Our Culture and Values

At Mattel, we value collaboration, innovation, and execution. We believe that every person counts, and that working together brings better results. We're a performance-driven company that strives for excellence and empowers our people to create and deliver results. We welcome new ideas, value new initiatives, and aim to find new and better ways to create innovative products and experiences.

Key Responsibilities:

• Customer Support: Provide exceptional customer service via phone, email, and chat, responding to customer inquiries, and resolving issues in a timely and professional manner.
• Quality Monitoring: Assist supervisors and senior associates with quality monitoring of customer interactions and data entry (MAGICs).
• Feedback and Coaching: Give feedback and encouragement to seasonal employees, and provide coaching and support to a wide variety of personalities and skill sets.
• Project Management: Assist with project management and monitor queues to ensure seamless execution.
• Internal Customer Service: Provide quality internal customer service on the Assist line, and respond to customer emails.
• Escalation and Follow-up: Handle escalated customer concerns and callbacks, and perform extended customer follow-up.
• Administrative Tasks: Distribute work, complete administrative tasks, and take customer calls to support unanticipated volume.

Requirements and Qualifications:

• Experience: Minimum of one year of Direct Service experience.
• Communication Skills: Communicate clearly, respectfully, and effectively with internal and external customers.
• Problem-Solving and Organizational Skills: Display effective problem-solving, organizational, and time management skills.
• Availability: Must be available for the four weeks following Thanksgiving, preferably through early January. Weekend and holiday rotations required.
• Technical Skills: Must be comfortable working in a virtual environment and willing to work in TEAMS application.
• Integrity and Professionalism: Maintain a high level of integrity, confidentiality, and professionalism.

Preferred Qualifications:

• Additional Experience: Previous experience in customer service, sales, or a related field.
• Flexibility: Willingness to increase availability during peak times.

What We Offer:

As a Seasonal Direct Service Associate at American Girl, you'll enjoy:

• Competitive Salary: A competitive salary for this seasonal role.
• Opportunities for Growth: Opportunities for career growth and development within the company.
• Inclusive Culture: A diverse and inclusive work environment that values and respects every employee.
• Flexible Work Arrangements: Flexible work arrangements, including remote work options.
• Recognition and Rewards: Recognition and rewards for outstanding performance.

Why Join Us?

At American Girl and Mattel, we're committed to creating a workplace that's inclusive, diverse, and fun. We welcome all job seekers, including minorities, females, veterans, military spouses, individuals with disabilities, and those of all sexual orientations and gender identities. If you're excited about this role and want to make a positive impact on young minds, we encourage you to apply!

Ready to Apply?

If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application and discuss this opportunity further.