Consumer Service Representative I

About the role

Join our Consumer Service Team at Helen of Troy and make an immediate impact on 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.

Responsibilities

• Serves as the primary contact for our consumers, responsible for providing outstanding customer support and service.
• Independently solves a variety of challenges with limited supervision and handles incoming telephone calls or emails efficiently and accurately.
• Inquiries include product troubleshooting, sales orders, warranty replacements, and product specifications.
• Makes recommendations to meet consumer needs and promotes products to ensure company growth and profitability.
• Continuous learning and adaptability are required, serving as the foundation for future success within the department.
• Demonstrates a favorable image of the organization, maintains brand integrity, and contributes to the overall success of the company.
• Answers phone and email inquiries to ensure consumer satisfaction using various methods within established guidelines.
• Checks inventory and issues replacements and/or credits to consumers for damaged or defective products.
• Provides product information, including features and benefits, to the consumer.
• Accurately logs all calls or emails into CRM (Kustomer or Oracle based).
• Responds to consumer emails.
• Follows up with consumers, including making outbound calls.

Requirements

• 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.

Qualifications

• High School Diploma or General Equivalency Degree.
• 1+ years in call center or retail experience.
• Authorized to work in the United States on a full-time basis.

Skills

• 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.

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
• Education Assistance