Customer Care Concierge Agent

Carter's Inc. is the largest North American apparel retailer exclusively dedicated to clothing for babies and young children. The company encompasses beloved brands such as Carter's, OshKosh B'gosh, Skip*Hop, and Little Planet. Known for its deep commitment to serving families with young children, Carter's combines meaningful work with a culture centered around constant learning, genuine personal connections, and a community that is guided by core values promoting inclusion and innovation. These values are embedded in every facet of the company’s operations, creating an environment where employees are encouraged to thrive and customers receive exceptional service tailored to their needs. As a trusted name in children's apparel, Carter's places great importance on quality, comfort, and style, ensuring that families can confidently choose products that support the growth and milestones of their little ones.

The Customer Care Concierge Agent role at Carter's is a unique and elevated customer service position designed for experienced professionals who excel in delivering personalized, high-touch service. Unlike traditional customer care roles, this position focuses on serving Carter’s most valued customers — families who are part of the Concierge Care program. These customers are identified based on lifetime value, loyalty engagement, participation in the Private Label Credit Card program, or demonstrated unique needs. The Concierge Agent is more than just a customer service representative; they are trusted advocates empowered with autonomy and discretion to foster long-term emotional connections with these families.

In this role, the Concierge Agent will engage with customers via phone, email, and chat, delivering a white-glove experience that goes beyond problem resolution. Agents have the ability to use sound judgment and discretion to resolve complex or sensitive customer situations independently, without frequent escalations. They are equipped with a monthly discretionary budget of $1,000 to create personalized moments of care — surprise gestures, thoughtful gifts, or special actions during pivotal life events that reinforce emotional loyalty. The goal is not only to resolve customer inquiries but to build trust, loyalty, and a genuine relationship that makes each family feel truly valued.

With a strong focus on customer advocacy and relationship ownership, Concierge Agents maintain deep knowledge of Carter’s extensive product assortments across age ranges and seasons. They provide personalized, age-appropriate product recommendations that add real value to the customer’s experience and identify opportunities to upsell or cross-sell in a consultative manner. Collaboration plays a key role as well; Concierge Agents work closely with Universal Agents and leadership to identify potential customers for enrollment in Concierge Care, share insights and best practices, and support broader customer care needs.

Carter's values high judgment, autonomy, emotional intelligence, and empathy in its Concierge Agents. This role requires individuals who can operate confidently with minimal scripting, make decisions that prioritize the customer's experience while aligning with the company's brand values, and demonstrate courage and integrity in all interactions. The company welcomes professionals with backgrounds in hospitality, luxury service, retail, or any customer-facing roles where excellent service and relationship-building are paramount. Success in this role opens doors to career development opportunities through programs like Carter's University, mentorship, and ongoing skills training. Diversity, equity, and inclusion are fundamental commitments at Carter’s, ensuring an inclusive workplace where all employees are respected and valued.