Customer Service Lead, Osprey

Texas L P•Cortez, CO

14h•Hybrid

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, 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. Position: Team Lead Department: Customer Service Work Location: Cortez, CO, 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.

Requirements

Experience in delivering customer service within the consumer goods industry.
Skilled in supporting Bluetooth, app-based, and Wi-Fi-enabled devices.
Demonstrates strong verbal and written communication skills.
Working knowledge of Microsoft Office Suites with experience in Word, Excel, Project, Power Point.
Able to manage high-volume call environments, averaging 12+calls per hour.
High School diploma or GED equivalency.
5+ years of experience supporting call centers or retail roles.
Authorized to work in the United States on a full-time basis

Responsibilities

The Team Lead is responsible for providing daily support to the services agents.
They will assist with scheduling, efficiently assigning work, and conduct performance coaching for the agents.
They will monitor the wallboard and adjust our workforce as needed.
They will handle 2nd-level escalated consumer/customer issues and complaints and assist in all new hire training.
They will have a strong understanding of the company’s goals, policies, and procedures.
They will effectively communicate this information to the team and help motivate and mentor each employee to reach these goals and provide exemplary service to our consumers/customers.
Promote a positive company culture and ensure employees feel like they have the resources and support to accomplish their tasks.
Coordinates team scheduling and manages the assignment of daily workload.
Handle 2nd-level consumer/customer escalation requests.
Provide training and maintain up-to-date Lessonly modules and SOP documentation as processes change.
Communicate effectively with team and delegate tasks as needed.
Collaborates with cross-functional departments on behalf of the customer as needed.
Quality monitoring.