Customer Service Representative

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. The Luxury Product Consultant is responsible for providing high-quality customer care to create a positive experience for customers, managing inbound calls and emails to troubleshoot product questions and warranty support.

Responsibilities:

• Luxury Consumer Experience: Deliver an exceptional consumer experience for luxury products that fosters positive, unsolicited "word of mouth" promotion for House of Rohl products
• Product and Technical Support: Handle inbound consumer calls to troubleshoot and resolve product or technical issues. Identify the root cause of issues and communicate the most effective solutions, ensuring consumer satisfaction
• Ability to read and interpret technical drawings and documentation for the purpose of resolving diagnosis, repair, and installation questions
• Leverage Technology for Support: Utilize available technology to assist consumers in identifying products, explaining resolutions, and providing technical guidance on installation, repair, and the use of service kits or products
• Resolve Sensitive Issues: Manage challenging or sensitive consumer situations with professionalism, working towards solutions that benefit both the consumer and House of Rohl
• Maintain Professionalism: Ensure composure and professionalism in all interactions, even in high-pressure or complex situations
• Meet Performance Standards: Consistently achieve daily targets related to call quality, call management, productivity, and adherence to operational processes and procedures
• Accurate Record-Keeping: Document consumer demographics, product details, and troubleshooting steps accurately as required by company protocols
• Adaptability and Flexibility: Perform additional duties or special assignments as needed to support team goals and operational requirements

Requirements:

• High desire to interact with and provide luxury service to our customers
• High School diploma or equivalent required
• 2 years experience in a contact center or other fast-paced customer service environment required
• Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department's Remote Work Policy
• 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
• Demonstrated ability 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
• Associate's or Bachelor's degree is preferred
• Prior ERP (SAP, Oracle, etc.) experience preferred
• Ability to communicate in English and French is a plus