Consumer Learning & Development Training Associate

Join our Consumer Services 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: Consumer Learning & Devel opment Training Assoc iate

Department: Consumer Services

Work Location: Marlborough, MA, El Paso, TX, Chambersburg, PA , 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 Associate Trainer supports the Consumer Service team in delivering high-quality learning sessions for new and existing employees. This role focuses on training CSRs; Inbound calls, email communication, chat communication and social media interactions, in process knowledge, product knowledge, and soft skills. They will provide agent coaching according to performance. The Consumer Learning and Development Training Associate will work closely with leadership to identify areas of opportunity and action plans for the department to increase performance.

• Responsible for Systems training and training materials including Oracle OM, Aircall, Magento, Kustomer, and Knowledge Base.

• Performs systems end-user testing for IT. Document as needed.

• Identifies opportunities and proposes improvements.

• SPOC for all connectivity devices and apps including testing and training. (Wi-Fi, Blue tooth, connectivity controlled)

• Walks the call center floor to provide assistance to agents with products, processes and systems questions.

• Manages escalated consumer calls as needed and in the absence of Supervisor and/or Team Lead.

• Handle incoming consumer emails and phone calls regarding our products as needed.

• Assist in delivering process and product training for new hires and cross training for existing agents.

• Conduct soft skills training sessions focused on communication, empathy, and call handling.

• Monitor and evaluate performance during the training phase and provide feedback.

• Continuously improve training delivery through feedback and observation.
  

Skills needed to be successful in this role:

• Proficiency in MS Office Programs with an emphasis on Excel, Outlook and Word

• Excellent written, verbal, and presentation skills

• Exceptional people leadership skills and motivation to achieve results in a fast- paced environment

• Demonstrated coaching, training and development experience

Minimum Qualifications:

• High School diploma or equivalent

• 2+ years’ experience in a call center environment.

• Experienced working with Call Center Technology, Call Center Management systems and Customer Record Management tools

• Authorized to work in the United States on a full-time basis

Preferred Qualifications:

• Bachelor's degree

In Massachusetts, the standard base pay range for this role is $ 51,663.22 - $ 57,000 annually. This base pay range is specific to Massachusetts 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.

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