Customer Service Representative

the LEGO Group • Tempe, AZ

7d • Hybrid

About The Position

This role is for our new North American contact center based in Tempe, AZ. Successful candidates will be supplied with equipment for hybrid working. Training will be held in person in our brand-new building in The Beam on Farmer in Tempe. This classroom-based training will take 4-5 weeks. This is a fixed term (seasonal) contract until January 29th, 2027. As a Customer Service Representative, you'll be responding to LEGO fans from all corners of the world during our peak season. We offer a starting salary of $43,900 per annum plus fantastic benefits including a performance based/discretionary bonus of up to 10%. Full in-person training will be given with an up to 4-week induction followed by on-the job support. We also offer ‘Best of Both’ – our hybrid-work approach that gives our Customer Service Representatives the flexibility to work from home two days per week and from the office for a minimum of three each week, after training. Our team tackles millions of queries each year, covering everything from building tips to troubleshooting and hunting down those elusive rare parts. Together, we’re crafting new ways to connect with fans all around the globe to make the LEGO experience unforgettable!

Requirements

• Being happy to work in a dynamic, fast paced, one team environment.
• Experience in giving premium customer service and/or inbound sales - preferably in a retail environment.
• Confidence to make your own judgements about what is right for your consumer.
• Attention to detail and ability to multi-task and to prioritize.
• Be comfortable with virtual assessments, have access to a secure Wi-fi network and have a private space to work remotely.

Responsibilities

• Engage with consumers via phone and email.
• Handling a range of topics, (Tier 1= regarding orders and accounts, parts requests and gift cards) (Tier 2= including order and returns queries, digital and app experiences, LEGO electronics, brand information, product quality and feedback queries).
• Build strong and lasting relationships with consumers in a fun and engaging manner.
• Assess and solve brick-based problems using our various tools and programs, requiring solid IT skills to support consumer requests.
• Adapt to a variety of shifts and including some weekends to ensure we provide an exceptional service.

Benefits

• Family Care Leave – We offer enhanced paid leave options for those important times.
• Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
• Wellbeing – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based
• Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.
• Bonus – We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed