Customer Service Representative (French Speaking - Hybrid)

Job Description

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 minifigures are losing their heads, then why not join us?

We are looking for energized and empathetic people to join the Enfield, CT contact center to serve our customers during our busiest season!

This is a long-term temporary role ending January 31st, 2025.

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 tracking down rare parts, we cover a huge range of topics, which makes every day different and unique!

We are hiring for an 8:30am to 4:45pm EST shift. Full-time employees work 5 days a week, Monday through Friday.

There are 6-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 fun, reliable, knowledgeable, and engaging way to inbound consumer contacts in your assigned language during your entire shift through phone calls, email, and live chat.

• Engage in both verbal and written communication in English and French.

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

• Agree not to disclose to others, during employment or thereafter, any secret or confidential knowledge (and sign a confidentiality agreement)

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

• Adhere to the schedule. All breaks, shift start, and shift end times are scheduled, so we can plan for consumer demand.

• Represent the LEGO Group brand through our unique tone of voice.

• Prioritize and multitask to meet our consumers' expectations.

• Meet performance expectations with post-contact survey results and your daily productivity.

• Required to work on days that are critical to the business during our busiest season, such as Black Friday and Cyber Monday to help our most loyal fans.

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, enthusiastic, and hardworking individuals 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.

• Must be comfortable with virtual assessments, have access to a secure wi-fi network and have a private space to work remotely.

Join the LEGO Group team!

Here are just some of the great perks of working here:

• Salary position $44,300 base with possibility for shift differential and retention bonus.

• A 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.

Build your career brick by brick at the LEGO Group.

#LI-LA1 #MO #LI-hybrid

Core Responsibilities

• Multi-language

• Communicating effectively with consumers via their channel of choice including phone, email, live chat and providing first time resolution.

• Engaging in both verbal and written communication.

• Collaborating with colleagues to ensure the team's key success measures are met and/or exceeded.

• Strengthening our brand engagement in getting to know our consumers, nurturing their needs and bringing the brand and consumers closer together.

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.