Consumer Service Representative I
Helen of Troy, Chambersburg, Pennsylvania, United States, 17201
Consumer Service Representative I
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! 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 replacements and/or credit to consumers for damaged or defective products.
Provides product information, including product feature and benefit information to the consumer.
Accurately logs all calls or emails into CRM (Kustomer or Oracle based).
Responds to consumer e-mails.
Follows up with consumers including making outbound calls.
Skills needed to be successful in this role: 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 equivalent
1+ years of call center or retail experience
Consumer Goods Customer Service experience
Experience with Bluetooth, App, and Wi-Fi connectivity devices
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. Helen of Troy is an Equal Opportunity/Affirmative Action Employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thoughts, cultures, and backgrounds. All 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. If you would like to request an accommodation, please contact Human Resources at (915) 225-8000.
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! 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 replacements and/or credit to consumers for damaged or defective products.
Provides product information, including product feature and benefit information to the consumer.
Accurately logs all calls or emails into CRM (Kustomer or Oracle based).
Responds to consumer e-mails.
Follows up with consumers including making outbound calls.
Skills needed to be successful in this role: 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 equivalent
1+ years of call center or retail experience
Consumer Goods Customer Service experience
Experience with Bluetooth, App, and Wi-Fi connectivity devices
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. Helen of Troy is an Equal Opportunity/Affirmative Action Employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thoughts, cultures, and backgrounds. All 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. If you would like to request an accommodation, please contact Human Resources at (915) 225-8000.