Consumer Services Advisor
Location Tempe, Arizona, United States of America
Job ID 0000022670
Category Consumer and Shopper Engagement
Job DescriptionJob DescriptionOurConsumer Engagement Centerhandles 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 covera huge rangeof topics, which makes every daytotally different! Do LEGO sunflowers need direct sunlight? And does a LEGO© bonsai tree need any trimming? If you can keep cool when LEGO®mini figuresare losing their heads, then why not join us? Come and help us “build” our newest sitelocatedin Tempe, AZ!We’relooking for energized and insightful people to jointheConsumer Engagement Centerto serve ourconsumers world-wide! Until we permanently open our new LEGO office in Tempe inAugust of2025 you will work remotely from your home location in theTempearea. Whenwe 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 thisexitingrole.About the role This role is for our new North American contact center based inTempe,AZ. Successful candidates will be supplied with equipment for hybrid working.Trainingwill be inperson for6-weeks. Once complete, aswe’rebuilding up our new office space, the rolewill be remote with occasional in-person engagement opportunities with your teammates in Tempe.There are 6-week training programs startingApril 28th, 2025. The time of thistraining program will be9:00am - 5:00pm MST Monday through Friday butissubject to change.Where you’ll spend your time:
You will spend the first six weeks getting to knowyournewcolleagues,learning aboutthebricksand settling the LEGO culturewith(mandatory)onsite training.The time of thistraining program will be10:00am to 6:00pmMSTMonday through Friday butissubject to change.
We are currently hiring forashift with flexible start times, ranging from10:00am to 12pm MST.
Full-time employees work 5 days a week,withtwoweekend daysscheduledin a four-week period, based onvolume.This will go into effect once you have completed the 6-week training program and are ready to work independently.Wearehere tohelpour fansfrom 9:00am to5:00pmMSTon weekends.
You’llwork remotely untilourbrand-newoffice space opens in August 2025.Thatiswhenour hybrid working modelwillapply,meaningthatyou’llworkthree daysper weekin the office.Successful candidates must commit to occasional in-person engagement asrequiredbefore 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 totheplanned schedule; as all breaks, shift starttimes, and shift end times are scheduledaroundconsumer demand.
Represent the LEGO Group brand through our outstanding tone of voice.
Agree to our confidentiality agreement.
Meet performanceexpectationswith post-contact survey results and your daily efficiency.
Work on Black Friday and Cyber Monday to help our most dedicated fans. Youwillalsobescheduled to work onkeycompany holidays to support high volumes during our peak season.
Worktwo weekend days in a four-week period,schedulebased on volume;9:00am -5:00pmMST.
Our Customer Service Representatives provide premium customer service on all engagement channels, such as phone calls,emailsand 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,energeticand 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 valuedand hasa 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 basedColleague 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 schemeYour 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 forpeople 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.Just imagine building your dream career.Then make it real.Join the LEGO® team today.