Technical Support CSR

Company Description

Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we 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. When you join Fortune Brands, you become part of a high-performing team who are empowered to think big, learn fast and make bold decisions. We support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves, and where our differences and unique perspectives are a key strength. Explore life at Fortune Brands here

Job Description

The 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, emails from customers when they have product and warranty questions.

This is a remote role. Regular hours are Monday through Friday 8am – 5pm EST.

RESPONSIBLIITIES:

• Enhance Consumer Experience: Deliver an exceptional consumer experience that fosters positive, unsolicited "word of mouth" promotion for FBIN products.
• Product and Technical Support: Handle inbound consumer calls to troubleshoot and resolve product or technical issues. Identify the root cause of issues and communicate the most effective solutions, ensuring consumer satisfaction.
• Leverage Technology for Support: Utilize available technology to assist consumers in identifying products, explaining resolutions, and providing technical guidance on repair, installation, and the use of service kits or products.
• Resolve Sensitive Issues: Manage challenging or sensitive consumer situations with professionalism, working towards solutions that benefit both the consumer and FBIN.
• Maintain Professionalism: Ensure composure and professionalism in all interactions, even in high-pressure or complex situations.
• Meet Performance Standards: Consistently achieve daily targets related to call quality, call management, productivity, and adherence to operational processes and procedures.
• Accurate Record-Keeping: Document consumer demographics, product details, and troubleshooting steps accurately as required by company protocols.
• Adaptability and Flexibility: Perform additional duties or special assignments as needed to support team goals and operational requirements.

Qualifications

BASIC QUALIFICATIONS:  

• High School diploma or equivalent required.
• 2 years experience in a contact center or other fast-paced customer service environment required.
• Minimum of 6 months of demonstrated performance as Associate Product Consultant
• Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department’s Temote Work Policy
• 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
• Demonstrated ability 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

PREFERRED QUALIFICATIONS:

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

Additional Information

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is $31K - $44K.  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 Innovations, 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, inclusive fertility / adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to support inclusivity and our associates’ feeling of belonging at work.

Fortune Brands Innovation (FBIN) is built on industry-leading brands and innovation within our operating segments: Plumbing, Doors and Security. We have an impressive track record of strong financial results, market outperformance and growth, which translates into career and professional growth opportunities for associates. Please visit our website at fbin.com to learn more.

Equal Employment Opportunity

FBIN is an equal opportunity employer. FBIN evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

Reasonable Accommodations

FBIN is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at [email protected] and let us know the nature of your request along with your contact information.