Product Consultant (Customer Service) – Remote | Outdoors Business Unit | Future Opportunities

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. They are seeking Product Consultants to support their Consumer Service teams, delivering high-quality service and product support to enhance customer experiences and brand reputation.

Responsibilities:

• Deliver a positive consumer experience that strengthens brand perception and encourages customer advocacy
• Manage inbound consumer calls to diagnose product concerns, determine root causes, and provide clear product and technical support solutions
• Use available systems and product resources to identify products, explain solutions, and guide consumers through repairs or service kit installation
• Manage challenging or sensitive situations by identifying solutions that support both consumer satisfaction and business objectives
• Maintain professional communication and composure across all customer interactions
• Meet performance expectations including call quality, call management, productivity, and adherence to established processes
• Accurately document consumer information, product details, and troubleshooting steps within internal systems
• Participate in training and knowledge-sharing to build product expertise and service capabilities
• Support team initiatives and contribute to continuous improvement in customer service processes
• Perform other duties as assigned

Requirements:

• High School diploma or equivalent required
• Minimum of 2 years of experience in a contact center or fast-paced customer service environment
• Strong verbal and written communication skills with the ability to clearly explain technical information
• Proficiency in Microsoft Office applications including Outlook and Word; experience with Microsoft Teams preferred
• Ability to maintain focus and productivity in a structured remote work environment
• Strong problem-solving skills with the ability to guide customers through solutions in real time
• Demonstrated ability to collaborate with teammates and contribute to a positive team environment
• Associate's or Bachelor's degree, or currently working toward a degree
• Experience supporting technical products or troubleshooting consumer product issues
• Previous experience in a remote or virtual contact center environment