Consumer Services Representative I

Helen of Troy L P (Texas L P); Marlborough (MA); Hybrid; USD 30,000 - 38,000; Full time

Benefits offered by this job

Salary + Bonus

Healthcare

Dental

Vision

Paid Holidays

401(k) with company match

Paid Time Off (PTO)

Job summary

Helen of Troy is seeking a Consumer Service Representative I for a hybrid role based in Marlborough, MA, with potential in El Paso, TX. The position emphasizes resolving consumer inquiries via phone or email, maintaining strong product knowledge, and delivering excellent service to support growth.

You will handle troubleshooting, order inquiries, warranty replacements, and product specs while meeting KPIs. Daily activities include CRM logging, outbound follow-ups, and collaboration with teams to

Qualifications

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

Responsibilities

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

Skills

Customer service

Bluetooth/app/wifi connectivity

Verbal and written communication

Follow instructions

Microsoft Office

Stamina for long calls

Call handling 12+ calls/hour

Education

High School Diploma or GED

Tools

MS Word

MS Excel

MS PowerPoint

MS Project

Job description

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 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 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

Why Join Helen of Troy?

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.

Equal Opportunity / Diversity Statement

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].

Company Overview

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.

For more information about Helen of Troy, visit www.helenoftroy.com. You can also find us on LinkedIn, and Glassdoor.