Consumer Care Representative

Helen of Troy•Chambersburg, PA

16h•Hybrid

About The Position

The Consumer Care Representative is part of Helen of Troy’s Consumer Services team and supports customers of its portfolio of consumer brands, including OXO. The role delivers professional, customer-focused assistance through inbound and outbound communications across multiple channels. Representatives learn product features and benefits, answer questions about products, services, and accounts, maintain accurate customer records, and work to resolve concerns. They collaborate with other teams and escalate complex issues when needed, while meeting quality, productivity, and customer satisfaction standards. The position is based in Chambersburg, Pennsylvania, with a hybrid schedule that includes three days onsite. The assigned hours are Monday through Friday, 10:00 AM to 7:00 PM EST. The standard hybrid model provides in-office collaboration Tuesday through Thursday and remote-work options Monday and Friday, subject to business needs and manager expectations.

Requirements

High school diploma or General Equivalency diploma.
At least 3 years of customer service experience.
Authorized to work in the United States on a full-time basis.
Excellent phone presence and strong verbal communication skills.
Strong active listening skills and the ability to understand and respond effectively to customer needs.
Experience using CRM systems and customer service tools.
Customer-focused approach and ability to adapt communication to different personalities and situations.
Strong organizational skills, including multitasking, prioritizing, and time management.
Availability to work Monday through Friday, 10:00 AM to 7:00 PM EST.
Strong problem-solving skills and sound judgment.
Ability to think quickly, research information, and troubleshoot issues efficiently.
Professionalism and resilience when assisting difficult, upset, or frustrated customers.

Responsibilities

Deliver a warm, professional, customer-focused experience in every interaction.
Handle inbound customer calls efficiently and professionally while meeting service expectations.
Learn products, features, and functionality to educate customers on benefits and solutions.
Respond to inquiries about products, services, and account information, and recommend additional products or services when appropriate.
Create customer accounts and accurately document and update account information.
Resolve customer concerns by identifying needs, researching solutions, implementing resolutions, and escalating complex issues when necessary.
Collaborate with cross-functional teams and departments to advocate for customers and support timely resolution of issues.
Manage multiple customer communication channels while maintaining a high level of service.
Make decisions in accordance with established policies, procedures, and best practices.
Handle inbound and outbound customer communications as required.
Accurately document customer interactions, inquiries, and resolutions in appropriate systems.
Meet quality, productivity, and customer satisfaction standards.