Consumer Service Representative I

Texas L P•El Paso, TX

3d•Hybrid

About The Position

Join our Consumer 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 , 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! Position: Consumer Service Representative I Department: Consumer Service Work Location: El Paso, TX, Hybrid (work 3 days onsite) Hybrid Schedule: At Helen of Troy, we embrace a flexible hybrid work model designed to support collaboration and productivity. For roles eligible for hybrid work, our standard schedule includes in-office collaboration from Tuesday through Thursday, with the option to work remotely on Mondays and Fridays. Any updates to this model will be communicated in advance. Please note that hybrid eligibility and schedules may vary based on business needs and manager expectations. What you will be doing: 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 promotes 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.

Requirements

High School Diploma or GED
1+ year of customer‑facing experience (call center, retail, or similar)
Ability to manage a high‑volume call environment (12+ calls per hour)
Strong verbal and written communication skills
Authorized to work in the United States on a full‑time basis

Nice To Haves

Experience supporting consumer goods or product‑based customer service
Familiarity with Bluetooth‑, app‑, and Wi‑Fi‑enabled devices
Working knowledge of Microsoft Office applications
Ability to follow written and verbal instructions accurately
Demonstrated reliability, punctuality, and professionalism
Ability to remain seated for extended periods, with or without reasonable accommodation

Responsibilities

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 features and benefit information to the consumer.
Accurately logs all calls or emails into CRM (Kustomer or Oracle-based).
Responds to consumer e-mails.
Follow up with consumers, including making outbound calls