Customer Service Representative (English - Hybrid)

Join the LEGO Group as a part of the Customer Service team and support over 3 million LEGO consumers from around the world!
Do LEGO sunflowers need direct sunlight? And does a LEGO© bonsai tree need any trimming? If you can keep cool when LEGO® mini-figures are losing their heads, then why not join us?
We’re looking for energized and insightful people to join the Enfield, CT contact center to serve our consumers during our busiest season!
This is a long-term temporary role ending February 2, 2024.
About The Role
This role is for our North American contact center based in Enfield, CT. Successful candidates will be supplied with equipment for hybrid working. You will be required to work in the Enfield, CT office 1-2 days each week. Full training will be provided.
Our Customer Service Team handles over 3 million queries each year across 5 global contact centers from LEGO fans in over 22 different countries. From building tips and advice on the latest sets, to troubleshooting and supervising down rare parts, we cover a huge range of topics, which makes every day totally different and outstanding.
We are currently hiring for multiple shifts within the hours of 7 55am to 10 15pm EST. Full-time employees work 5 days a week, Monday through Sunday. It is required to work one weekend day every other weekend to help our most dedicated fans from 10 00am to 6 15pm EST.
There are 4-week training programs starting throughout the year. The time of these training programs will be 10 00am to 6 00pm EST Monday through Friday but are subject to change.

Core Responsibilities

• Respond in a lively, reliable, knowledgeable, and engaging way to inbound consumer contacts your entire shift through phone calls, email, and live chat.
• Work one weekend day every other weekend from 10 00am EST - 6 15pm EST.
• Provide excellent service to each consumer when there is a high volume of contacts.
• Meet performance expectation with post-contact survey results and your daily efficiency.
• Engage in both verbal and written communication.
• Carry out to the schedule. All breaks, shift start, and shift end times are scheduled, so we can plan for consumer demand.
• Work on Black Friday and Cyber Monday to help our most dedicated fans. You may also be scheduled to work on company holidays to support high volumes during our peak season.
• Prioritize and multitask to meet our consumers’ expectations.
• Use technology while helping consumers. Salesforce, the internet, digital knowledge bases, troubleshooting guides, etc. are the tools used on every contact.
• Represent the LEGO Group brand through our outstanding tone of voice.
• Agree not to disclose to others, during employment or thereafter, any sensitive, proprietary or confidential information. (Confidentiality agreement to be signed)

Play your part in our team succeeding
Our Customer Service Representatives provide premium customer service on all engagement channels, such as phone calls, emails and live chat. Every day is different! We answer questions about up-and-coming product launches, place an order for one of our biggest fans, or troubleshoot one of our digital products, such as LEGO Boost or the LEGO Life app. We are looking for upbeat, energetic and hard working to join us in giving our fans the best consumer experience.
Do you have what it takes?

• Being happy to work in a dynamic, fast paced, one team environment.
• Be comfortable with virtual assessments, have access to a secure Wi-fi network and have a private space to work remotely.
• Experience in giving premium customer service and/or inbound sales - preferably in a retail environment.
• Confidence to make your own judgements about what is right for your consumer.
• Attention to detail and ability to multi-task and to prioritize.

Here are just some of the generous benefits of working here

• Salary position $41,800 base with possibility for shift differential and retention bonus.
• A 4-week training program to set you up to deliver a premium service to consumers.
• Consistent performance support from your Team Leader.
• An opportunity to shop with our generous employee discount.

Join the global LEGO® team
We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.
The LEGO Group is proud to be an equal opportunity and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to “inspire and develop the builders of tomorrow.”
The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.
Thank you for sharing our global commitment to Children’s Rights.
Build your career brick by brick at the LEGO Group.
We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.
Online Application Accessibility Statement; which is intended for those with disabilities - LEGO systems endeavors to make www.LEGO.com/jobs accessible to any and all users. If you would like to contact us regarding the accessibility of our web site or need assistance completing the application process, please contact the HR Service Desk at 1.860-763-7777, option #3. Please note, these communication channels should be used for those having difficulty accessing our on-line channels, not to inquire about job opportunities.