Consumer Care Team Lead
helenoftroy


Job Info


Join our growing team at Helen of Troy as a Consumer Care Team Lead and make an immediate impact on our trusted brands, including our 8 leadership brands: OXO, Hydro Flask, Vicks, Braun, Honeywell, PUR, Hot Tools, Drybar. 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, hard-working, 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!

What contribution will I make to Helen of Troy?

The Consumer Care Team Lead is responsible for providing support to the Consumer Care team. They will assist with scheduling, assigning workloads, assisting agents with issues, and performance mentor for the agents.

The Consumer Care Team Lead will handle 2nd level raised consumer complaints. They will work with leadership to assure departmental goals are being reached monthly. They will assist with training and development of the Consumer team. They will be responsible to provide daily and monthly reporting on departmental and agent performance metrics.

What you'll be doing:


  • Consumer team scheduling and assigning

  • Supervise time off requests

  • Coordinate break and lunch scheduling for the consumer team

  • Make workforce recommendations on scheduling to assure service levels are met

  • Daily workload management

  • Coordinate with senior agents regarding email and warranty assignments

  • Coordinate with leadership and skilled agents regarding other daily processes

  • Training

  • Coordinate with trainers on employee performance and progress

  • Assist as needed with new hire and existing agent training

  • Make recommendations to leadership on team areas of opportunity

  • Team Communications

  • Coordinate with leadership on monthly team meeting agenda

  • Coordinate with leadership on updates and procedural communications

  • Participate in weekly interpersonal meetings

  • Resolve high level consumer concerns to assure consumer delight

  • System and process testing

  • Participate in all system update testing to assure functionality


Minimum Qualifications:

  • Associate Degree or 5 years customer service experience

  • 2+ years of experience in customer service leadership

  • Proficient in Excel

  • Proficient understanding of DTC operations/systems

  • Applicants must be authorized to work in the United States on a full-time basis.


Wondering if you should apply? Helen of Troy encourages people as diverse as our brands. Have the confidence to come as who you are because your point of view, abilities, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.

#LI-DNP

For more information about Helen of Troy, visit www.helenoftroy.com. You can also find us on LinkedIn, Glassdoor, Facebook, Instagram and Twitter.



Helen of Troy is an Equal Opportunity/Affirmative Action Employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thinking, culture and background. We do not discriminate on the basis of race, color, religion, sex, national origin, sexual orientation, gender identity, age, marital status, disability, protected veteran status or any protected basis.



We will provide individuals with disabilities reasonable accommodation to participate in the job application process. If you would like to request an accommodation, please contact Human Resources at (915) 225-8000.

Incorporated in 1968, Helen of Troy has grown into a leading global consumer products company with career opportunities in North America, South America, Europe and Asia. We offer creative solutions for our customers through a diversified portfolio of well-recognized and widely trusted brands, including OXO®, Hydro Flask®, Vicks®, Braun®, Honeywell®, PUR®, Hot Tools®, Drybar®. Most of these brands rank #1 or #2 in their respective categories.

We boldly bring brands into our family, where we nurture what makes them great. We collaborate internally and externally, always striving to provide the consumer-centric innovation, operational excellence, scale, global reach, and stellar shared services to make them soar.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties required of personnel so classified. Management retains the right to add or to change duties of the position at any time.


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