Consumer Service Representative I

Join our Consumer Services 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,  

Position: Consumer Service Representative I  

Department: Consumer Services  

Work Location: 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 the option to 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 in demonstrating a favorable image of the organization, maintaining brand 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 and issues replacements and/or credit to consumers for damaged or defective products. 

• Provides product information, including product feature and benefit information to the consumer. 

• Accurately logs all calls or emails into CRM (Kustomer or Oracle based). 

• Responds to consumer e-mails. 

• Follows up with consumers including making outbound calls. 

Skills needed to be successful in this role:  

• 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 equivalent 

• 1+ years of call center or retail experience 

• Consumer Goods Customer Service experience 

• Experience with Bluetooth, App, and Wi-Fi connectivity devices 

• Authorized to work in the United States on a full-time basis  

In Massachusetts, the standard base pay range for this role is $14.49 - $18.12 hourly. This base pay range is specific to Massachusetts and may not be applicable to other locations. Actual salaries will vary based on several factors, including but not limited to location, experience, skill level, and performance. The range listed is just one component of the total compensation package for employees.   

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 to come as who you are because your point of view, skills, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.  

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