Customer Service Representative

About the Role

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 4‑5 weeks. This is a fixed‑term (seasonal) contract until January 29th, 2027. As a Customer Service Representative, you'll be responding to LEGO fans from all corners of the world during our peak season.

We offer a starting salary of $43,900 per annum plus a performance based/discretionary bonus of up to 10%. Full in‑person training will be given with an up to 4‑week induction followed by on‑the‑job support. We also offer ‘Best of Both’ – our hybrid‑work approach that gives our Customer Service Representatives the flexibility to work from home two days per week and from the office for a minimum of three each week, after training.

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 four 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.

• Engage with consumers via phone and email.
• Handling a range of topics, (Tier1= regarding orders and accounts, parts requests and gift cards) (Tier2= including order and returns queries, digital and app experiences, LEGO electronics, brand information, product quality and feedback queries).
• Build strong and lasting relationships with consumers in a fun and engaging manner.
• Assess and solve brick‑based problems using our various tools and programs, requiring solid IT skills to support consumer requests.
• Adapt to a variety of shifts and including some weekends to ensure we provide an exceptional service.

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

• 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 – You will qualify for our generous colleague discount from day 1.
• Bonus – When goals are reached and if eligible, you’ll be rewarded through our bonus scheme.

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. 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.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe.