Customer Service Representative

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. The Customer Service Representative will be the personal connection between the company and its customers, providing world-class customer service and technical support for product inquiries and warranty questions.

Responsibilities:

• Deliver a positive consumer experience that strengthens brand perception and drives unsolicited word of mouth advocacy
• Manage inbound consumer calls to diagnose issues, determine root causes, and provide clear product and technical support solutions
• Use technology effectively to identify products, explain resolutions, and guide consumers through repairs or installation of service kits
• Navigate challenging or sensitive situations by negotiating solutions that create positive outcomes for both the consumer and Larson
• Maintain professional composure and communication throughout all interactions
• Consistently meet daily performance metrics, including call quality, call management, productivity, and adherence to established processes
• Accurately document consumer information, product details, and troubleshooting steps as required
• Performs other duties and/or special assignments as needed

Requirements:

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