Customer Service Representative

Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. The Customer Solutions Representative role involves providing world-class customer service and acting as the voice of Master Lock, assisting consumers with product and warranty questions.

Responsibilities:

• 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
• 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

Requirements:

• High School diploma or equivalent required
• 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 have access to a Static IP address and meet internet speed requirements
• Incumbent must pass background and drug tests, have a safe and secure workspace, and follow department's Remote Work Policy
• College degree or currently working towards the completion of a college degree is strongly preferred