Customer Service Representative

The Great Yellow Brick Company; United States; Hybrid; USD 40,000 - 48,000; Full time

Benefits offered by this job

Hybrid work schedule (2 days home, 3+4

4–5 weeks in-person induction training

Equipment provided

Bonus up to 10%

Wellbeing resources

Colleague discount

Job summary

The LEGO Group is seeking a Customer Service Representative for our North American contact center in Tempe, AZ. This seasonal role involves hybrid work, with full in-person training and 4–5 weeks of induction.

You will respond to LEGO fans worldwide during peak season, engaging via phone and email, handling orders, parts requests, and gift cards, while building strong relationships and solving brick-based issues. Training and benefits included.

Qualifications

• Experience in delivering premium customer service, preferably in a retail or e-commerce setting.
• Ability to multi-task, stay patient and resolve issues calmly.
• Comfortable with remote work and using digital tools.

Responsibilities

• Engage with consumers via phone and email to address inquiries and issues.
• Handle orders, parts requests, gift cards, returns and app experiences.
• Build rapport and resolve problems using available tools and programs.

Skills

Customer service

Inbound calls

Email support

Problem solving

Tools

CRM software

Ticketing systems

Job description

Just imagine bringing joy to millions of LEGO® fans around the world. Now make it real.

As a member of our seasonal Customer Service team, you’ll be at the heart of the action, helping us support our fans during our busiest season.

That’s right, helping LEGO fans is our superpower, and we love it!

Every day, our award-winning Consumer & Shopper Engagement (CSE) team springs into action, working to support our consumers and fulfil our Play Promise.

Are you ready to inspire the builders of tomorrow?

If you love creativity, problem-solving, helping others, and building connections, we encourage you to apply.

About the Role:

This role is for our new North American contact center based in Tempe, AZ. Successful candidates will be supplied with equipment for hybrid working.

Training will be held in person in our brand-new building in The Beam on Farmer in Tempe. This classroom-based training will take 4-5 weeks.

This is a fixed term (seasonal) contract until January 29th, 2027.

As a Customer Service Representative, you'll be responding to LEGO fans from all corners of the world during our peak season.

We offer a starting salary of $43,900 per annum plus fantastic benefits including a performance based/discretionary bonus of up to 10%. Full in-person training will be given with an up to 4-week induction followed by on-the job support.

We also offer ‘Best of Both’ – our hybrid-work approach that gives our Customer Service Representatives the flexibility to work from home two days per week and from the office for a minimum of three each week, after training.

Our team tackles millions of queries each year, covering everything from building tips to troubleshooting and hunting down those elusive rare parts. Together, we’re crafting new ways to connect with fans all around the globe to make the LEGO experience unforgettable!

Where you’ll spend your time:

• You will spend the first four weeks getting to know your new colleagues, learning about the bricks and settling into the LEGO culture during your induction training. The time of these training programs will be 9:00am to 5:00pm MST Monday through Friday; but are subject to change.

• We are currently hiring for multiple shifts with flexible, scheduled, start times (even at the half hour), ranging from 8:00am to 12:00pm.

• Full-time employees work 5 days a week, with a maximum of four weekend days scheduled in a four-week period, based on volume. This will go into effect once you have completed the 4-week training program and are ready to work independently.

• We’re also here to help our fans from 9:00am to 5:00pm MST on weekends.

Why you’re the perfect match

If you can keep cool when LEGO mini figures are losing their heads, then we want you on our team! You’ll bring energy and compassion.

What you’ll be doing

• Engage with consumers via phone and email. Handling a range of topics, (Tier 1= regarding orders and accounts, parts requests and gift cards) (Tier 2= including order and returns queries, digital and app experiences, LEGO electronics, brand information, product quality and feedback queries).

• Build strong and lasting relationships with consumers in a fun and engaging manner.

• Assess and solve brick-based problems using our various tools and programs, requiring solid IT skills to support consumer requests.

• Adapt to a variety of shifts and including some weekends to ensure we provide an exceptional service.

Do you have what it takes?

• Being happy to work in a dynamic, fast paced, one team environment.

• Experience in giving premium customer service and/or inbound sales - preferably in a retail environment.

• Confidence to make your own judgements about what is right for your consumer.

• Attention to detail and ability to multi-task and to prioritize.

• Be comfortable with virtual assessments, have access to a secure Wi-fi network and have a private space to work remotely.

Ready to Build Something Amazing?

If you’re excited to create magical moments for fans everywhere, don’t wait! Apply now!

#CSE2

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here are some of what to expect:

FamilyCareLeave –We offer enhanced paid leave options for those important times.

Insurances –All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing– We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based

ColleagueDiscount– We know you'll love to build so from day 1 you will qualify for our generous colleague discount.

Bonus– We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme

Your workplace –You'll find this at the top of this advert and when you join the team, we'll confirm this with you.

We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and Veteran status) to apply for roles in our team.

We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to “inspire and develop the builders of tomorrow.”

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.

Online Application Accessibility Statement; which is intended for people with disabilities - LEGO systems endeavors to make www.LEGO.com/jobs accessible to any and all users. If you would like to contact us regarding the accessibility of our web site or need assistance completing the application process, please contact the HR Service Desk at 1.860-763-7777, option #3. Please note, these communication channels should be used for those having difficulty accessing our on-line channels, not to inquire about job opportunities.

Just imagine building your dream career.

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·