Direct Service Associate – Seasonal

🔥 5 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

⏱ Part Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

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Mattel, Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1945

🏭 Manufacturing

🛒 Retail

🎮 Gaming

Manufacturing • Retail • Gaming

Mattel, Inc. is a global toy manufacturer that designs, develops, and produces various toys and games that ignite creativity and play among children. Known for its iconic brands such as Barbie and Hot Wheels, Mattel aims to empower kids through imaginative play and diverse learning experiences. The company focuses on innovation and expanding its portfolio to cater to the ever-evolving interests of children, while also promoting social responsibility and community engagement through initiatives such as supporting the American Red Cross.

📋 Description

• Provide exceptional customer service reflecting American Girl and Mattel service standards • Support catalog and online customers through inbound and outbound phone calls, email, and other assigned channels • Resolve product, order, shipping, payment, and service-related inquiries, striving for first-contact resolution • Process customer transactions accurately and efficiently • Maintain knowledge of products, promotions, policies, and services across multiple brands • Document customer interactions and transactions in company systems • Research and resolve customer concerns according to established processes and guidelines • Handle customer concerns and escalated situations with professionalism and empathy • Assist with training and supporting seasonal team members as needed • Meet quality, productivity, attendance, and customer satisfaction expectations • Maintain confidentiality of customer and company information • Follow company policies, procedures, and remote work requirements

🎯 Requirements

• High school diploma or GED required • Must be available for the full seasonal assignment, approximately September through December • Must be available for schedule changes, weekend shifts, and holidays as business needs require • Must work remotely from a designated home address in Wisconsin or Illinois • Must maintain a professional, distraction-free home workspace • Must attend mandatory virtual training for up to 10 days • Must participate in training 25–40 hours per week, Monday through Friday, during designated CDT time windows • Minimum typing speed of 30 words per minute or 880 keystrokes per minute • Basic math skills, including addition, subtraction, multiplication, and division • Basic proficiency with Microsoft Windows • Basic experience using web browsers and internet functionality • Ability to learn transactional and customer service software systems quickly • Strong, accurate data entry skills • Excellent verbal and written communication skills • Strong customer service, problem-solving, and issue-resolution skills • Ability to apply established guidelines, policies, and procedures • Strong listening skills and ability to adapt communication style • Ability to remain calm and professional during challenging customer interactions • Ability to manage fluctuating workloads, call volumes, and changing priorities • Demonstrated resilience, flexibility, and commitment to customer service • Previous customer service, call center, retail, or related experience preferred

🏖️ Benefits

• All necessary equipment will be provided by the Company • Fully remote, work-from-home position • Expanded hours may be available closer to the holiday season