Client/Customer Support Rep

Consumer Service Representative I

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. Look around your home, and you'll find us everywhere, in your kitchen, living room, bedroom, and bathroom. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. Consumer Service Representative I

Department: Consumer Service

Work Location: El Paso, TX, or Marlborough, MA 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. 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. 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 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.

Answers phone and e-mail inquiries to ensure consumer satisfaction by a variety of methods within the established guidelines.

Checks inventory and issues of replacements and/or credit to consumers for damaged or defective products.

Accurately logs all calls or emails into CRM (Kustomer or Oracle based).

Consumer Goods Customer Service experience.

Experience with Bluetooth, App, and Wi-Fi connectivity devices.

Working knowledge of Microsoft Office applications (Word, Excel, Project, Power Point)

Ability to take 12+ calls per hour.

High School Diploma or General Equivalency Degree.

• 1+ years in call center or retail experience.
• Authorized to work in the United States on a full-time basis.

In Massachusetts, the standard base pay range for this role is $14.49 - $18.12 hourly. Actual salaries will vary based on several factors, including but not limited to location, experience, skill level, and performance. 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, and Educational Assistance.

Helen of Troy welcomes people as diverse as our brands! Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

We will provide individuals with disabilities with reasonable accommodations to participate in the job application process. Hydro Flask