Seasonal Consumer Service Advisor

Job Description

Seasonal Customer Service Representative

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, Arizona! We’re looking for energized and insightful people to join the Consumer Engagement Center to serve our consumers world-wide!

Our Consumer Engagement Center handles over 3 million queries each year across 6 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!

Until we permanently open our new LEGO office in Tempe in August of 2025, you will train and work remotely from your home location in the Phoenix area. Once the office is fully operational, you will have the flexibility to work from home for up to two days per week as part of our Best of Both hybrid model.  However, to be eligible for this exciting role, you must be able to commute to our Tempe, AZ office at least three days per week.

This is a temporary role ending January 31st, 2026.

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 held in person in our brand-new building in The Beam on Farmer in Tempe. This classroom-based training will take 4 weeks.

The start date for the training class is July 28th, 2025.

Where you’ll spend your time:

• You will spend the first four weeks getting to know your new colleagues, learning about the bricks and settling into the LEGO culture during your induction training. The time of these training programs will be 9:00am to 5:00pm MST Monday through Friday; but are subject to change.

• We are currently hiring for multiple shifts with flexible, scheduled, start times (even at the half hour), ranging from 8:00am to 12:00pm.

• Full-time employees work 5 days a week, with a maximum of two weekend days scheduled in a four-week period, based on volume. This will go into effect once you have completed the 4-week training program and are ready to work independently.

• We’re also here to help our fans from 9:00am to 5:00pm MST on weekends.

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.

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.

• 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:

• Salary is $42,500 base with overtime eligible.

• Retention