Consumer Care Representative at Helen of Troy in Chambersburg, PA

Job description

Join our Consumer Services 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 Care Representative Department: Consumer Services Work Location: Chambersburg, PA, Hybrid (work 3 days onsite) Hours: Monday - Friday 10:00 AM to 7:00 PM EST 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: At OXO, we’re on a quest to make the everyday better. For over 25 years, we’ve made household tools that delight our customers and exceed their expectations. When we have an idea, we’re going to make it happen, even if it hasn’t been done before, especially if it hasn’t been done before. If you’ve ever thought, “there’s got to be a better way to do this", you belong here, too. Deliver a warm, professional, and customer-focused experience with every interaction. Handle inbound customer calls efficiently and professionally while meeting service expectations. Quickly learn new products, features, and functionality to effectively educate customers on product benefits and solutions. Respond to customer inquiries regarding products, services, and account information, while identifying opportunities to recommend additional products or services when appropriate. Create and maintain customer accounts by accurately documenting and updating account information. Resolve customer concerns by identifying needs, researching solutions, implementing resolutions, and escalating complex issues when necessary. Collaborate with cross-functional teams and departments to advocate for customers and ensure timely issue resolution. Effectively manage multiple customer communication channels while maintaining a high level of service. Exercise sound judgment and make decisions in accordance with established policies, procedures, and best practices. Handle both inbound and outbound customer communications as required. Accurately document customer interactions, inquiries, and resolutions in the appropriate systems. Consistently meet quality, productivity, and customer satisfaction standards. Skills needed to be successful in this role: Excellent phone presence and strong verbal communication skills. Strong active listening skills with the ability to understand customer needs and respond effectively. Experience using CRM systems and customer service tools. Customer-focused mindset with the ability to adapt communication styles to different personalities and situations. Strong organizational skills with the ability to multitask, prioritize responsibilities, and manage time effectively. Availability to work the assigned shift: 10:00 AM to 7:00 PM EST . Strong problem-solving skills and sound judgment. Ability to think quickly, conduct research, and troubleshoot issues efficiently. Professionalism and resilience when handling difficult, upset, or frustrated customers. Minimum Qualifications: High School diploma or General Equivalency diploma. 3+ years of Customer Service experience. Authorized to w