Customer Service Representative

3 days ago Be among the first 25 applicants

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We’re focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too.

At Fortune Brands, we’re building something big. We’re advancing exciting innovations in all of our products and processes. We’re delivering trust, dependability, sustainability, and style. To make it all happen, we’ve transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential.

When you join Fortune Brands, you become part of a high-performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged to be their authentic selves, and where our differences and unique perspectives are a key strength.

The Associate Product Consultant is responsible for providing high quality customer care to create a positive experience for consumers. This role requires the ability to work in a fast-paced environment that entails the management of inbound calls and emails from customers with product and warranty questions.

This is a remote role. Regular hours are Monday through Friday from 8am to 5pm CST.

• Deliver exceptional customer experiences, enhancing the reputation of FBIN products through positive interactions.
• Manage inbound calls, accurately identifying issues and providing clear solutions for product and technical support.
• Use technology to assist consumers with product identification, troubleshooting, and guiding them through repair/installation processes.
• Resolve challenging consumer situations, ensuring positive outcomes for both the customer and FBIN.
• Meet or exceed daily performance targets in call quality, management, and productivity while following all processes and procedures.
• Accurately document customer interactions, product details, and troubleshooting efforts for efficient record-keeping.

• High School diploma or equivalent required.
• 2+ years experience in a contact center or other fast-paced customer service environment required.
• Excellent professional communication skills required, both verbal and written.
• Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Microsoft Word; experience with Microsoft Teams a plus.
• Must be able to thrive in a work environment that demands high-level focus, low mobility, and high observation.
• Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork.
• Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department's Remote Work Policy.

• Associate’s or Bachelor's degree is preferred.
• Prior ERP (SAP, Oracle, etc.) experience preferred.

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary for this role is $37,000 USD
. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for…