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. Look around your home, and you'll find us everywhere, in your kitchen, living room, bedroom, and bathroom. We are already making your everyday lives better.

Department

Consumer Service

Work Location

El Paso, TX, or Marlborough, MA

Schedule

Hybrid (work 3 days onsite)

What you will be doing

• 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 will include product troubleshooting, sales orders, warranty replacements, and product specifications.
• Makes recommendations to meet consumer needs and promote products to ensure company growth and profitability.
• 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 by a variety of methods within the established guidelines.
• Checks inventory and issues of replacements and/or credit to consumers for damaged or defective products.
• Provides product information, including product features and benefit information 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.

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 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.

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