Associate Product Consultant I

Company Description

The Associate Product Consultant is the first person that consumers interact with when they have general product, installation or warranty questions. In order to provide world class service to our customers, our employees are well trained in Moen products. All incumbents go through 200 hours of training which includes virtual classroom training as well as on the job training where they will be paired with an employee to ensure success on the phones.

Job Description

RESPONSIBILITES

• Delivers a consumer experience that drives unsolicited, positive “word of mouth” advertisement for Moen Incorporated
• Manages inbound calls from consumers to resolve product and technical support issues. This includes identifying and determining the problem and cause, and explaining the best resolution
• Efficient use of technology to assist consumer with identification of product, explanation of resolution, and technical support and instruction for repair and/or installation of service kit or product.
• Negotiates solutions in challenging/sensitive consumer situations that have a positive outcome for both the consumer and Moen
• Maintains professional composure during interactions
• Achieves daily metrics in call quality, call management, and productivity standards consistently as well as adhering to all processes and procedures
• Records consumer demographics, product information, and troubleshooting efforts as required
• Performs other duties and/or special assignments as needed.

Qualifications

• Grade 12 diploma or equivalent is required.
• Proficient in Microsoft Word and Outlook. SAP knowledge is an asset.
• Must have good interpersonal communication skills.
• English/French bi-lingual capabilities are an asset.
• Must be able to thrive in a work environment that mandates low mobility and high observation.
• Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork throughout the CSC.
• Must be able to work a flexible schedule and equally share in all schedule rotations and business hours deployed by the department if needed.
• Incumbent must meet internet speed requirements and have a safe and secure workspace.

Additional Information

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

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