Consumer Service Representative I

Helen of Troy•Cortez, CO

11d•Hybrid

About The Position

The Consumer Service Representative I provides quality consumer support for Osprey products by accurately and efficiently responding to incoming calls, emails, and other inquiries. Topics may include general questions, product troubleshooting, sales orders, availability, warranty replacements, and product specifications. The representative seeks to understand consumer needs and expectations, responds with integrity and compassion, and helps protect the brand and company’s image and reputation. The role is based in Cortez, Colorado, and follows a hybrid schedule with three onsite days per week. Helen of Troy’s standard hybrid schedule is in-office Tuesday through Thursday, with the option to work remotely Monday and Friday; schedules may vary according to business needs and manager expectations. The Colorado base pay range is $14.49–$22.00 per hour. Actual pay may vary based on factors including location, experience, skill level, and performance. The position also offers salary plus bonus and a range of benefits.

Requirements

High school diploma or General Equivalency diploma.
At least 2 years of customer service experience.
Consumer goods service experience.
Experience with Bluetooth-, app-, and Wi-Fi-connected devices.
Working knowledge of Microsoft Office applications, including Word, Excel, Project, and PowerPoint.
Experience with customer relationship management systems and e-commerce platforms.
Excellent interpersonal skills.
Ability to understand and follow oral and written instructions.
Ability to sit for extended periods.
Ability to handle 12 or more calls per hour.
Authorized to work in the United States on a full-time basis.

Responsibilities

Answer phone, email, and other inquiries using established guidelines and methods to ensure consumer satisfaction.
Apply Osprey’s All Mighty Guarantee policies when assisting end users.
Process consumer claims and returns.
Provide consumers with product feature and benefit information.
Assist with developing standard operating procedures and use them as needed to complete work accurately and efficiently.
Master software programs used by the Consumer Services Team.
Build expertise in legacy, current, and upcoming products and understand differences in their features.
Communicate consistently and clearly with internal and external customers.