Consumer Service Representative

Company Description

At Fortune Brands Innovations, we believe that our innovation and success are fueled by the passion of our people and the strength of our teams. Together, we work to fulfill dreams of home by aligning around common goals, being agile in the face of change, holding ourselves accountable, and acting with integrity and transparency. We succeed when everyone belongs and strive to build a Home for All where all associates can be their true, authentic selves at work. Learn more about our culture here.

Job Description

In this role, you would be at the heart of our customer service operations and show this spirit in every interaction. We are currently hiring in our Consumer Team. In our fast-paced call center, you will answer questions and create and deliver innovative solutions to our consumer’s challenges.

Our call centers are open Monday - Friday 7:30am - 5:00pm Central Time & Saturday 9:00am - 2:00pm Central Time; the incumbent would be expected to work an 8-hour shift during those hours. Saturdays are scheduled on a rotating basis.

YOUR ROLE:

• Answer a high volume of incoming calls by actively listening to identify and own issues with a sense of urgency, positivity, and empathy.
• Communicate professionally and effectively through phone calls, emails, social media, or chat.
• Troubleshoot to provide technical assistance regarding measurements, drawings, and technical manuals and resolve a wide range of consumer inquiries from installation to warranty assistance.
• Quote and enter parts orders, while resolving issues for our consumers.
• Participate in ongoing educational opportunities and trainings with the team to continuously expand technical and interpersonal competencies.
• Promote a positive attitude while meeting and exceeding consumer service metrics, goals, and recorded quality standards.
• May perform other duties as assigned.

Qualifications

BASIC QUALIFICATIONS:

• High school diploma or equivalent
• 1+ years of experience working in a high-volume inbound contact center
• Energetic, self-driven individual with excellent verbal and written communication skills
• Have core set of hours scheduled per week, with ability to be flexible around business needs and meetings
• Comfort with technology and the ability to apply it to learn new systems and processes. Computer skills including data entry, instant message, email and word processing

NICE TO HAVE:

• Post-high school education
• Organized individual who empowers themselves to exercise independent judgement with minimal guidance
• Beginner to intermediate knowledge of Word, Excel, PowerPoint, and Outlook
• Ability to work from home effectively
• Millwork or building materials industry experience is preferred.
• Strong mathematical skills, including the ability to read fractions and decimals.

Additional Information

• All your information will be confidential according to EEO guidelines.
• The salary range for this position is $33,000 - $41, 000.

Additional Information

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 (including half-day summer Fridays per policy), 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.