American Girl Direct Service Associate - Seasonal (Remote - IL)

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.

What Your Impact Will Be: 

DS Support Team members have a variety of responsibilities including:

• Assist Supervisors and Senior Associates with quality monitoring of customer interactions and data entry (MAGICs)
• Give feedback and encouragement to seasonal employees
• Provide quality internal customer service on the Assist line
• Distribute work and complete other administrative tasks
• Assist with project management and monitor queues
• Take customer calls to support unanticipated volume
• Serve as a positive role model for American Girl culture
• Handle escalated customer concerns and callbacks
• Extended Customer Follow-up
• Respond to customer email

What We’re Looking For:

• Communicate clearly, respectfully, and effectively with internal and external customers.
• Work independently, as well as a part of a team.
• Display effective problem-solving, organizational, and time management skills.
• Handle difficult situations while remaining calm and positive.
• Provide coaching and support to a wide variety of personalities and skills sets.
• Must be available the four weeks following Thanksgiving, preferably through early January. 
• Weekend and holiday rotations required. 
• Willingness to increase availability during peak times.
• Maintain a high level of integrity, confidentiality, and professionalism.
• Proactively shift priorities in a confident and positive manner.
• Minimum of one year of Direct Service experience.
• Must be comfortable working in a virtual environment.
• Willingness to work in TEAMS application.

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.

How We Work:

American Girl is subsidiary of Mattel, a purpose driven company aiming to empower generations 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 and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in more than 195 countries in collaboration with the world’s leading retail and ecommerce companies.

Mattel is recognized as a Great Place to Work™ and as one of Fast Company’s Best Workplaces for Innovators in 2022.

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, military spouses, individuals with disabilities, and those of all sexual orientations and gender identities.

Videos to watch:
The Culture at Mattel
Mattel Investor Highlights