Customer Solutions 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

As the Customer Solutions Representative, you are the “Voice of Master Lock” that consumers interact with when they have product or warranty questions. You will provide world-class customer service to our consumers and receive paid virtual training in Master Lock products to make sure you are ready to assist our customers.

Prior to the completion of training and to ensure you are ready for the role, you will be paired with a tenured teammate to prepare for success in your new career.

Master Lock offers a competitive starting rate of $37k/yr ($17.79/hour) and benefits from day one, which include medical, dental, vision, monthly and annual bonus opportunities, paid time off, 401K, profit sharing, product discounts, and more. 

This position is 100% remote and Master Lock provides all the necessary equipment for you to be successful!

If this sounds like the position for you, our next training will begin July 8, 2024, with training hours of 8:30 am-5:00 pm CST (M-F). After completion of training, hours will be Monday through Friday, 8:30 am-5:00 pm CST. 

What you will be doing: 

• Delivers a consumer experience that drives unsolicited, positive “word of mouth” advertisement for Master Lock
• 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 consumers 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 Master Lock/Sentry Safe
• 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

• High School diploma or equivalent required. College degree or currently working towards the completion of a college degree strongly preferred.
• 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

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 FBIN.Recruiting@fbhs.com and let us know the nature of your request along with your contact information

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