Job Description
Join the LEGO Group as a part of the Customer Service team and support over 3 million LEGO consumers worldwide!
We are looking for energized and empathetic individuals to join our Enfield, CT contact center during our busiest season!
This is a long-term temporary role ending January 31, 2025.
About the role
This position is based in our North American contact center in Enfield, CT. Successful candidates will be provided with equipment for hybrid working and will be required to work in the office 2-3 days a week. Full training will be provided.
Our Customer Service Team handles over 3 million queries annually across 5 global contact centers, supporting LEGO fans from over 22 countries! Topics range from building tips and set advice to troubleshooting and locating rare parts, making each day unique.
We are hiring for shifts between 10:00 am to 8:15 pm EST. Full-time employees work 5 days a week, Monday to Friday.
Six-week training programs start in June, from 10:00 am to 6:00 pm EST, Monday through Friday, subject to change.
Core Responsibilities
* Engage in verbal and written communication in English and Spanish.
* Use technology such as Salesforce, internet resources, digital knowledge bases, and troubleshooting guides to assist consumers.
* Maintain confidentiality and sign a confidentiality agreement.
* Provide excellent service during high contact volumes.
* Adhere to scheduled breaks and shift times for effective planning.
* Represent the LEGO brand with its unique tone of voice.
* Prioritize and multitask to meet consumer expectations.
* Achieve performance goals through survey results and productivity metrics.
* Work on critical days during peak seasons, including Black Friday and Cyber Monday.
Qualifications
* Comfortable working in a dynamic, fast-paced environment.
* Experience in premium customer service or inbound sales, preferably retail.
* Confidence in making judgments for customer benefit.
* Attention to detail, multitasking, and prioritization skills.
* Access to a secure Wi-Fi network and a private workspace for remote work.
Perks
* Salary of $44,300 base, with potential shift differentials and bonuses.
* Six-week comprehensive training program.
* Ongoing support from team leaders.
* Employee discount on LEGO products.
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