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

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.

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.

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