What are the responsibilities and job description for the Consumer Service Representative I position at Helenoftroy?
Joinour ConsumerServiceteamat Helen of Troy and make animmediateimpacton our trusted brands:OXO, Hydro, Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon,, and Olive & June. Together, we build innovative and useful products that elevate people's lives everywhere, every day.
Look around your home, andyou'llfind us everywhere,in your kitchen, living room, bedroom, and bathroom. We are already makingyoureveryday lives better. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. Whether you are just starting your career or in need of a challenge, we recognize, develop, and empower talent!
Position:Consumer Service Representative I
Department:Consumer Service
Work Location:El Paso, TX, or Marlborough, MA Hybrid (work 3 days onsite)
Hybrid Schedule:At Helen of Troy, we embrace a flexible hybrid work model designed to support collaboration and productivity. For roles eligible for hybrid work, our standard schedule includes in-office collaboration from Tuesday through Thursday, with theoptionto work remotely on Mondays and Fridays. Any updates to this model will be communicated in advance. Please note that hybrid eligibility and schedules may vary based on business needs and manager expectations.
What you will be doing:
The Consumer Service Representative serves as the primary contact for our consumers, responsible for providing outstanding customer support and service. This role involves independently solving a variety of challenges with limited supervision and handling incoming telephone calls or emails efficiently and accurately. Inquiries will include product troubleshooting, sales orders, warranty replacements, and product specifications. This representative is meeting or is trending towards meeting their required KPIs and consistently delivers excellent customer service, makes recommendations to meet consumer needs, and promote products to ensure company growth and profitability. This role requires continuous learning and adaptability and is the foundation for the skills needed to be successful within the department. This position plays a key role indemonstratinga favorable image of the organization,maintainingbrand integrity, and contributing to the overall success of the company.
Answers phone and e-mail inquiries to ensure consumer satisfaction by a variety of methods within the established guidelines.
Checks inventory andissues ofreplacements and/or credit to consumers for damaged or defective products.
Provides product information, including productfeaturesand benefit information to the consumer.
Accurately logs all calls or emails into CRM (Kustomeror Oracle based).
Responds to consumer e-mails.
Follow up with consumers including making outbound calls.
Skills needed to be successful in this role:
Consumer Goods Customer Service experience.
Experience with Bluetooth, App, and Wi-Fi connectivity devices.
Excellent verbal and written communication skills.
Ability to understand and follow oral and written instructions.
Working knowledge of Microsoft Office applications (Word, Excel, Project, Power Point)
Ability to sit for extended periods of time.
Ability to take 12 calls per hour.
Must be dependable and prompt.
Minimum Qualifications:
High School Diplomaor General Equivalency Degree.
1 years incall center or retailexperience.
Authorized to work in the United States on a full-time basis.
Benefits:Salary Bonus,Healthcare, Dental, Vision, Paid Holidays, Paid Parental Leave, 401(k) with company match, Basic Life Insurance, Short Term Disability (STD), Long Term Disability (LTD), Paid Time Off (PTO), Paid Charitable (volunteer) Leave, and Educational Assistance.
Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands! Have the confidence tocome aswho you are because your point of view, skills, and experience will make us stronger.Ifyou'reeager to sharenew ideasand try new things, we want to hear from you.
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For more information about Helen of Troy, visit www.helenoftroy.com. You can also find us on LinkedIn, and Glassdoor.
Helen of Troy is an Equal Opportunity/Affirmative Action Employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thoughts, cultures, and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.
We will provide individuals with disabilities with reasonable accommodations to participate in the job application process. If you would like to request an accommodation, please contact Human Resources at (915) 225-8000.
Founded in 1968, Helen of Troy is a prominent player in the global consumer products industry, offering diverse career opportunities across North America, South America, Europe, and Asia. We boast a collection of renowned brands such as OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June - many of which rank #1, #2, or #3 in their respective categories, making the Helen of Troy name synonymous with excellence and ingenuity.
At Helen of Troy, our strategy involves acquiring brands that we can integrate and enhance, amplifying their unique attributes to drive growth and profitability. Embracing a culture of collaboration internally and externally, we are committed to providing innovative solutions tailored to consumers, operational excellence, global scalability, and exceptional shared services to support our brand portfolio. This dedication to fostering development and success sets Helen of Troy apart as a pioneer in the industry, propelling our brands to unparalleled heights of success and recognition worldwide.
The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties required of personnel so classified. Management retains the right to add or to change duties of the position at any time.