Consumer Service Representative I

Unclassified - Chambersburg, PA

Full-time - Entry Level

Hybrid - Chambersburg, PA

About the position

Join our Customer Service 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, and Revlon. 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 critical metrics 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. The responsibilities include answering phone and e-mail inquiries to ensure consumer happiness by a variety of methods within the established guidelines, checking inventory and issuing replacements and/or credit to consumers for damaged or defective products, providing product information, including product feature and benefit information to the consumer, accurately logging all calls or emails into CRM (Kustomer or Oracle based), responding to consumer e-mails, and following up with consumers including making outbound calls.

Responsibilities

• Serve as the primary contact for consumers, providing outstanding customer support and service.
• Independently solve a variety of challenges with limited supervision.
• Handle incoming telephone calls or emails efficiently and accurately.
• Assist with product troubleshooting, sales orders, warranty replacements, and product specifications.
• Meet or trend towards meeting required critical metrics for customer service.
• Deliver excellent customer service and make recommendations to meet consumer needs.
• Promote products to ensure company growth and profitability.
• Check inventory and issue replacements and/or credit for damaged or defective products.
• Provide product information, including features and benefits to consumers.
• Accurately log all calls or emails into CRM (Kustomer or Oracle based).
• Respond to consumer e-mails and follow up with consumers, including making outbound calls.

Requirements

• 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.
• Solid understanding of Microsoft Office applications (Word, Excel, Project, Power Point).
• Ability to sit for extended periods of time.
• Ability to take 12+ calls per hour.
• Authorized to work in the United States on a full-time basis.

Nice-to-haves

• Excellent verbal and written communication skills.
• Ability to understand and follow oral and written instructions.
• Be conscientious and timely.

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