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, 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: 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.
What you will be doing:
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.
Skills needed to be successful in this role:
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.
Minimum Qualifications:
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
In Colorado, the standard base pay range for this role is $21.29 - $26.62 hourly. This base pay range is specific to, Colorado and may not be applicable to other locations. Actual salaries will vary based on several factors, including but not limited to location, experience, skill level, and performance. The range listed is just one component of the total compensation package for employees.
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.
Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands! Have the confidence to come as who you are because your point of view, skills, 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-CV1
#LI-HYBRID
For more information about Helen of Troy, visit www.helenoftroy.com. You can also find us on LinkedIn, and Glassdoor.
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, thoughts, cultures, and backgrounds. All 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. If you would like to request an accommodation, please contact Human Resources at (915) 225-8000.
Founded in 1968, Helen of Troy is a prominent player in the global consumer products industry, offering diverse career opportunities across North America, South America, Europe, and Asia. We boast a collection of renowned brands such as OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June – many of which rank #1, #2, or #3 in their respective categories, making the Helen of Troy name synonymous with excellence and ingenuity.
At Helen of Troy, our strategy involves acquiring brands that we can integrate and enhance, amplifying their unique attributes to drive growth and profitability. Embracing a culture of collaboration internally and externally, we are committed to providing innovative solutions tailored to consumers, operational excellence, global scalability, and exceptional shared services to support our brand portfolio. This dedication to fostering development and success sets Helen of Troy apart as a pioneer in the industry, propelling our brands to unparalleled heights of success and recognition worldwide.
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.