Consumer Services Representative I

Helen of Troy; Marlborough (MA); 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

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 Service Representative I to deliver outstanding customer support for trusted brands like OXO, Hydro Flask, Vicks, and more. The role is hybrid (El Paso, TX or Marlborough, MA) with in-office collaboration Tue–Thu and optional remote Mon/Fri.

You will handle inquiries by phone or email, resolve issues, process orders and warranty replacements, and maintain CRM records. Excellent communication and product knowledge are essential.

Qualifications

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

Responsibilities

• Answer phone and e-mail inquiries to ensure consumer satisfaction within established guidelines.
• Check inventory and issues of replacements and/or credit to consumers for damaged or defective products.
• Provide product information, including product features and benefit information to the consumer.
• Log all calls or emails into CRM (Kustomer or Oracle based).
• Respond to consumer e-mails and follow up with consumers, including outbound calls.

Skills

Customer service

Bluetooth/WiFi devices

Communication skills

Follow instructions

MS Office

Extended sitting

Call volume 12+/hour

Dependable

Job description

Joinour ConsumerServiceteamat Helen of Troy and make animmediateimpacton 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, andyou'llfind us everywhere,in your kitchen, living room, bedroom, and bathroom. We are already makingyoureveryday 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!

Consumer Service Representative I

Consumer Service

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 indemonstratinga favorable image of the organization,maintainingbrand 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 andissues ofreplacements and/or credit to consumers for damaged or defective products.
• Provides product information, including productfeaturesand benefit information to the consumer.
• Accurately logs all calls or emails into CRM (Kustomeror 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 Diplomaor General Equivalency Degree.
• 1+ years incall center or retailexperience.
• 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 notbe applicableto 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 onecomponentof 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 tocome aswho you are because your point of view, skills, and experience will make us stronger.Ifyou'reeager to sharenew ideasand try new things, we want to hear from you.

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 EqualOpportunity/AffirmativeAction Employer. We are committed tofostering 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. Torequest an accommodation, please contact Human Resources at [phone].

Founded in 1968, Helen of Troy is a leading global consumer products company with operations acrossNorth America, South America, Europe, and Asia. Our portfolio includes trusted brandssuch as OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June – many of which rankamong 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 performedand are not intended to be an exhaustive list of responsibilities.

Managementreservesthe right tomodify the duties and responsibilitiesof the position at any time.