Description:
Fortune Brands Innovations, Inc., a leading home products innovation company, is seeking a Customer Service Representative / Associate Product Consultant to join their team. This role focuses on delivering high-quality customer care, ensuring a positive experience for consumers by addressing product and warranty inquiries.
As a remote position, the job requires handling inbound calls and emails, identifying customer issues, and providing clear and effective solutions. The ideal candidate should be able to troubleshoot product concerns, guide customers through installation and repair processes, and enhance customer satisfaction by resolving complex queries.
This role requires professional communication skills, strong problem-solving abilities, and a keen eye for detail in a fast-paced work environment.
Key Responsibilities:
- Customer Support: Provide exceptional customer experiences to enhance the company’s reputation.
- Issue Resolution: Manage inbound calls, accurately identify issues, and provide clear solutions for product and technical support.
- Technical Assistance: Use technology-based tools to assist customers in product identification, troubleshooting, and installation guidance.
- Record Keeping: Accurately document customer interactions, product details, and troubleshooting efforts.
- Performance Goals: Meet or exceed daily targets for call quality, productivity, and customer satisfaction.
- Collaboration: Work within company guidelines and procedures to ensure a seamless service experience.
Required Skills & Experience:
- High School diploma or equivalent required (Associate’s or Bachelor’s degree preferred).
- 2+ years of experience in a contact center or fast-paced customer service environment.
- Excellent verbal and written communication skills.
- Strong problem-solving skills and customer-focused approach.
- Proficient in Microsoft Office Suite (Outlook, Word, Teams).
- Ability to work in an environment requiring high focus and attention to detail.
- Must have a secure workspace and meet remote work requirements, including internet speed standards, background checks, and drug tests.
Preferred Qualifications:
- Experience with ERP systems (SAP, Oracle, etc.).
- Prior experience in the home products or technical support industry.
Salary & Benefits:
- Monthly Salary: $2,500 - $3,667 (based on skills/experience).
- Annual Bonus Plan based on company and individual performance.
- Comprehensive benefits package including:
- Health plans
- 401(k) program with company contributions
- Flexible time-off benefits
- Product discounts
- Inclusive fertility and adoption benefits
- Employee Resource Groups (ERGs) to support inclusivity.