Customer Care Concierge Agent

Carter's Inc. stands as the largest North American apparel retailer specializing exclusively in clothing for babies and young children. With a rich heritage and commitment to serving the unique needs of families with young children, Carter's encompasses a portfolio of beloved brands including Carter's, OshKosh B'gosh, Skip*Hop, and Little Planet. The company has established itself as a leader in the children's apparel marketplace by combining quality products, customer-centric approaches, and a dedication to innovation and inclusion. This environment provides a dynamic, meaningful work experience that encourages constant learning and genuine human connections among employees and customers alike.

At Carter's, we believe in fostering a community guided by core values that promote diversity, innovation, and respect for every individual. We strive to create an inclusive workplace culture where employees can thrive and contribute meaningfully toward our mission of serving families. The opportunity to join Carter's means entering a company passionate about growth, creativity, and delivering exceptional customer experiences. We offer various career development paths, including Carter's University, Toastmasters, mentorship programs, and other initiatives designed to nurture professional growth and elevate skillsets across our teams.

We are currently seeking a dedicated Customer Care Concierge Agent to join our Customer Care department. This role transcends the traditional customer service function by embodying a personalized, trust-based approach to customer care tailored for our most valued clients. The Concierge Agent serves customers who qualify for Concierge Care – an elevated service experience aimed at families noted for their loyalty, lifetime value, or unique needs. These customers are not simply transactional contacts; rather, they represent long-term relationships built on trust, empathy, and personalized support.

The Concierge Agent role empowers experienced agents to provide high-touch service using phone, email, and chat channels with autonomy and discretion. The successful candidate will leverage a monthly discretionary budget to create meaningful moments that surprise and delight customers, helping to build deep emotional bonds with families. Success in this position is measured by more than just issue resolution; it centers on cultivating loyalty, trust, and heartfelt customer connections. Agents are encouraged to exercise sound judgment and act decisively to handle complex or sensitive situations without needless escalations.

Key responsibilities include acting as a dedicated advocate for Concierge Care families, understanding their preferences and milestones, delivering product recommendations tailored to age and needs, proactively anticipating and addressing customer needs, and maintaining follow-through to ensure seamless experiences. Agents collaborate with universal team members and leaders to refine the Concierge Care program, share best practices, and support broader customer care initiatives. This role requires emotional intelligence, excellent communication skills, and a high level of integrity to manage customer decisions and discretionary resources responsibly.

By joining Carter's as a Customer Care Concierge Agent, you will become part of a team that truly values relationship-building, innovative customer service, and career development opportunities in a supportive and collaborative environment. If you possess a passion for hospitality, superior judgment, and a commitment to delivering elevated customer experiences, this role offers a rewarding platform to grow your career while making a tangible difference in the lives of families every day.