Consumer Care Representative

Helen-of-Tro; Chambersburg (Franklin County); Hybrid; USD 25,000 - 33,000; Full time

Benefits offered by this job

Salary + Bonus

Healthcare

Dental

Vision

Paid Holidays

Paid Parental Leave

401(k) with company match

Life Insurance

Short Term Disability

Long Term Disability

Paid Time Off

Paid Charitable Leave

Educational Assistance

Job summary

Helen of Troy is seeking a Consumer Care Representative in Chambersburg, PA, with a hybrid schedule (onsite three days, remote as needed). The role focuses on delivering a warm, professional customer experience, handling inbound calls, educating customers on product benefits, and resolving inquiries efficiently.

Minimum qualifications include a high school diploma or GED and 3+ years in customer service. The position offers comprehensive benefits and a supportive, inclusive culture.

Qualifications

• High School diploma or GED required.
• 3+ years of Customer Service experience.
• Authorized to work in the United States on a full-time basis.

Responsibilities

• Deliver a warm, professional, and customer-focused experience with every interaction.
• Handle inbound customer calls efficiently and professionally.
• Educate customers on product benefits and solutions.
• Respond to inquiries regarding products, services, and accounts; suggest additional products when appropriate.
• Create and maintain customer accounts with accurate information.
• Resolve concerns by researching solutions and escalating when needed.
• Collaborate with cross-functional teams to advocate for customers and ensure timely resolution.
• Document interactions and resolutions in appropriate systems; meet quality and productivity standards.

Skills

Excellent phone presence

Active listening

CRM systems

Customer-focused mindset

Multitasking

Shift availability 10:00 AM–7:00 PM

Education

High School diploma or GED

Tools

CRM systems

Job description

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, in your kitchen, living room, bedroom, and bathroom. We are already making your everyday 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 Care RepresentativeDepartment: Consumer ServicesWork Location: Chambersburg, PA, Hybrid (work 3 days onsite)Hours: Monday - Friday 10:00 AM to 7:00 PM ESTHybrid 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:At OXO, we’re on a quest to make the everyday better. For over 25 years, we’ve made household tools that delight our customers and exceed their expectations. When we have an idea, we’re going to make it happen, even if it hasn’t been done before, especially if it hasn’t been done before. If you’ve ever thought, “there’s got to be a better way to do this\", you belong here, too.Deliver a warm, professional, and customer-focused experience with every interaction.Handle inbound customer calls efficiently and professionally while meeting service expectations.Quickly learn new products, features, and functionality to effectively educate customers on product benefits and solutions.Respond to customer inquiries regarding products, services, and account information, while identifying opportunities to recommend additional products or services when appropriate.Create and maintain customer accounts by accurately documenting and updating account information.Resolve customer concerns by identifying needs, researching solutions, implementing resolutions, and escalating complex issues when necessary.Collaborate with cross-functional teams and departments to advocate for customers and ensure timely issue resolution.Effectively manage multiple customer communication channels while maintaining a high level of service.Exercise sound judgment and make decisions in accordance with established policies, procedures, and best practices.Handle both inbound and outbound customer communications as required.Accurately document customer interactions, inquiries, and resolutions in the appropriate systems.Consistently meet quality, productivity, and customer satisfaction standards.Skills needed to be successful in this role:Excellent phone presence and strong verbal communication skills.Strong active listening skills with the ability to understand customer needs and respond effectively.Experience using CRM systems and customer service tools.Customer-focused mindset with the ability to adapt communication styles to different personalities and situations.Strong organizational skills with the ability to multitask, prioritize responsibilities, and manage time effectively.Availability to work the assigned shift: 10:00 AM to 7:00 PM EST .Strong problem-solving skills and sound judgment.Ability to think quickly, conduct research, and troubleshoot issues efficiently.Professionalism and resilience when handling difficult, upset, or frustrated customers.Minimum Qualifications:High School diploma or General Equivalency diploma.3+ years of Customer Service 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, 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.#li-cv1#LI-HYBRIDFor 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 fostering a diverse and inclusive workplace where all employees can thrive. 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. To request an accommodation, please contact Human Resources at [phone].Founded in 1968, Helen of Troy is a leading global consumer products company with operations across North America, South America, Europe, and Asia. Our portfolio includes trusted brands such as OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June – many of which rank among the top brands in their consumer goods categories.We grow and strengthen our brands through innovation, operational excellence, and a collaborative culture focused on delivering exceptional products and experiences for consumers worldwide.The above statements are intended to describe the general nature and level of work performed and are not intended to be an exhaustive list of responsibilities.Management reserves the right to modify the duties and responsibilities of the position at any time.