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American Girl Direct Service Seasonal Agent – Remote/Part-Time (Wisconsin or Illinois applicants only)

Middleton, Wisconsin

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Posting Title American Girl Direct Service Seasonal Agent – Remote/Part-Time (Wisconsin or Illinois applicants only) Requisition Number 221489 Company American Girl Brands, LLC Location Middleton, Wisconsin Address (Remote Location) Job Category Customer Service

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, entertain 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.


The Opportunity: 
American Girl Direct Service Seasonal Agent – Remote/Part-Time (Wisconsin or Illinois applicants only)

Training starts in early September!  American Girl Direct Service Seasonal Agent support is needed from September until early January.

American Girl is looking for friendly, dynamic individuals to join our team as Direct Service Seasonal Customer Service Agents. You will provide high quality customer experiences that exemplify the guiding truths of our Company service philosophy, while supporting our premium brand.  During your typical day you’ll solve customer issues - share order, product, and retail store information, and process orders and catalogue requests.

Please note that this is currently a remote position. All necessary equipment will be provided. Applicants will need to reside in Wisconsin or Illinois.

Hours include:

  • Up to 20 hours per week with expanded hours during the holiday season
  • Potential for overtime hours
  • Availability to work a flexible schedule of Monday – Friday and weekends based on business need

What you will need:

Must be able to attend a mandatory virtual training that will last up to 10 days and accommodate a 25-40 hour per week training schedule. Training schedule is Monday through Friday from 8:30am to 4:30pm CDT or 5:00pm to 10:00pm CDT. Subject to change based on business needs

What Your Impact Will Be: 

  • Respond to consumer calls and emails received
  • Resolve issues to consumer satisfaction and within guidelines of the service policy
  • Input consumer data using appropriate terminology to ensure the consistency and accuracy of the consumer database
  • Maintain up-to-date product knowledge and assigned skills
  • Must meet departmental goals for attendance, timeliness, schedule adherence, and quality of service
  • Flexible schedule required. Must be able to work during the shifts described above. Must be able to work any company holiday that the call center is open. Hours are subject to change as business dictates
  • May provide backup coverage to another product skill
  • Other duties as assigned by your supervisor

What We’re Looking For: 

  • High School education/GED required
  • 1-2 years related experience in Consumer Services/Customer Service, preferably in a call center environment
  • Exemplary attendance and job performance
  • Can act decisively and with a strong sense of urgency. You strive to remove barriers to achieve objectives more quickly and effectively
  • Communication skills (both written and verbal) to communicate clearly, using the correct communication formats/methods. You convey confidence, ease and enthusiasm when communicating with a variety of audiences
  • Consumer/Customer focus to understand and respond to the needs of customers and/or internal or external customers
  • Excellent interpersonal skills and ability to demonstrate mature judgement to properly respond to customer calls
  • Strong knowledge of computer operating systems and various software

What It’s Like to Work Here:

American Girl is subsidiary of Mattel, a purpose driven company aiming to empower the next generation to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

  • We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
  • We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
  • We execute: We are a performance driven company. We strive for excellence and are focused on pursuing best in class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Who We Are:

American Girl is a premium brand for girls and a wholly-owned subsidiary of Mattel, Inc. (NASDAQ:MAT, www.mattel.com), a leading global toy company and owner of one of the strongest catalogs of children’s and family entertainment franchises in the world. We create innovative products and experiences that inspire, entertain and develop children through play. We engage consumers through our portfolio of iconic brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO and MEGA, as well as other popular intellectual properties that we own or license in partnership with global entertainment companies. Our offerings include film and television content, gaming, music and live events. We operate in 35 locations and our products are available in more than 150 countries in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering children to explore the wonder of childhood and reach their full potential.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.

Mattel is an Affirmative Action/Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers including minorities, females, veterans, individuals with disabilities, and those of all sexual orientations and gender identities.

AA/EEO and Accessibility Commitment

Mattel is an Affirmative Action/Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers including minorities, females, veterans, individuals with disabilities, and those of all sexual orientations and gender identities.

Mattel aims to make its Careers website accessible. It is Mattel’s Policy to provide reasonable accommodations to people with disabilities as required by law. If you’re interested in applying for employment with Mattel, and need assistance with this online system at any point during the application, screening or selection process, or if you believe you do not meet any of the required qualifications of a posted position due to a protected disability and would like to explore the possibility of an accommodation, please contact our Talent Acquisition team at: TalentAcquisition@mattel.com. It is Mattel's Policy to consider all qualified applicants for employment without regard to race, color, religion, national origin, ancestry, social origin, age, marital status, veteran and protected veteran status, disability, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, genetic information, gender, gender identity or expression, or any other basis protected by applicable law. Mattel has also developed an Affirmative Action Program in compliance with federal regulations and to enhance Mattel's objectives of equal access to opportunities at all levels of employment.