Consumer Services Representative I

Helen of Troy; El Paso (TX); Hybrid; USD 20,000 - 25,000; Full time

Benefits offered by this job

Salary + Bonus

Healthcare

Dental

Vision

Paid Holidays

Paid Parental Leave

401(k) with company match

Basic Life Insurance

STD

LTD

Paid Time Off

Volunteer Leave

Educational Assistance

Job summary

Helen of Troy is seeking a Consumer Service Representative I to support customers across our trusted brands. The role involves handling calls and emails, troubleshooting products, processing sales orders and warranties, and maintaining CRM records.

Hybrid work is available with a schedule favoring Tue–Thu in-office collaboration and remote options Mon and Fri. The successful candidate will join a brand-focused team, meet KPIs, and contribute to customer satisfaction and company growth.

Qualifications

• Customer service experience in consumer goods or related field.
• Experience handling phone/email inquiries and resolving issues.
• Familiarity with Bluetooth, Wi‑Fi, and app connectivity devices.

Responsibilities

• Answer phone and email inquiries to ensure consumer satisfaction within guidelines.
• Check inventory and process replacements or credits for damaged products.
• Provide product information and benefits to consumers.
• Log all interactions into CRM systems (Kustomer or Oracle).
• Respond to consumer emails and follow up with outbound calls.

Skills

Customer Service

Call center experience

Bluetooth

Wi-Fi connectivity

App connectivity

MS Office

Education

High School Diploma or GED

Tools

Kustomer CRM

Oracle CRM

MS Office Suite

Job description

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. 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 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 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 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 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.

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
• Educational Assistance

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 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.