CUSTOMER SERVICE REPRESENTATIVE - LEGO Group : Job Details

Job Description

Our Consumer Engagement Center 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 hunting down rare parts, we cover a huge range of topics, which makes every day totally different!

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?

Come and help us build our newest site located in Tempe, AZ! We're looking for energized and insightful people to join the Consumer Engagement Center to serve our consumers world-wide!

Until we permanently open our new LEGO office in Tempe in August of 2025 you will work remotely from your home location in the Tempe area. When we start to work from the office you will still be able to flex and work from home for up to 2 days each week. Therefore, you need to live within commutable distance to Tempe, AZ (85719) to apply for this exiting role.

About the role

This role is for our new North American contact center based in Tempe, AZ. Successful candidates will be supplied with equipment for hybrid working. Training will be in person for 6-weeks. Once complete, as we're building up our new office space, the role will be remote with occasional in-person engagement opportunities with your teammates in Tempe.

There are 6-week training programs starting January 13, 2025. The time of this training program will be 10:00am to 6:00pm MST Monday through Friday but is subject to change.

Where you'll spend your time:

* You will spend the first six weeks getting to know your new colleagues, learning about the bricks and settling the LEGO culture with (mandatory) onsite training. The time of this training program will be 10:00am to 6:00pm MST Monday through Friday but is subject to change.

* We are currently hiring for a shift with flexible start times, ranging from 10:00am to 12pm MST.

* Full-time employees work 5 days a week, with two weekend days scheduled in a four-week period, based on volume. This will go into effect once you have completed the 6-week training program and are ready to work independently. We are here to help our fans from 9:00am to 5:00pm MST on weekends.

* You'll work remotely until our brand-new office space opens in August 2025. That is when our hybrid working model will apply, meaning that you'll work three days per week in the office. Successful candidates must commit to occasional in-person engagement as required before August 2025.

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.

* Engage in both verbal and written communication.

* Use technology while helping consumers. Salesforce, the internet, digital knowledge bases, troubleshooting guides, etc. are the tools used on every contact.

* Provide excellent service to each consumer when there is a high volume of contacts.

* Agree to the planned schedule; as all breaks, shift start times, and shift end times are scheduled around consumer demand.

* Represent the LEGO Group brand through our outstanding tone of voice.

* Agree to our confidentiality agreement.

* Meet performance expectations with post-contact survey results and your daily efficiency.

* Work on Black Friday and Cyber Monday to help our most dedicated fans. You will also be scheduled to work on key company holidays to support high volumes during our peak season.

* Work two weekend days in a four-week period, schedule based on volume; 9:00am - 5:00pm MST.

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.

* 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.

* Be comfortable with virtual assessments, have access to a secure Wi-fi network and have a private space to work remotely.

Here are just some of the generous benefits of working here:

* A paid 6-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.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. They have an open, positive view of the world that motivates us to continuously strive to create a diverse, dynamic, and inclusive culture where everyone feels valued and has a sense of belonging.

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 consider all our employees' part of the LEGO family. Being part of our family also means playing a part in building a sustainable future and continuing our mission to #inspire and develop the builders of tomorrow.

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What's in it for you?

Here are some of what to expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances - All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want you to be your best self, so you'll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based

Colleague Discount - We know you'll love to build so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme

Your workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

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 highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and Veteran status) to apply for roles in our team. If you dream of being a part of our team and you meet many, but not all of our listed qualifications for this role, please apply.

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.

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 people 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-###-####, 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.

Just imagine building your dream career.

Then make it real.

Join the LEGO team today.