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Customer Service Representative Specialist

1 week ago

North Olmsted, Ohio, United States Fortune Brands Full time
Company Overview

Fortune Brands Innovations is a leading innovation company dedicated to creating smarter, safer, and more beautiful homes. Our purpose is to elevate every life by transforming spaces into havens.

We believe that our work and brands can have a profoundly positive impact on people and the planet. We support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves.

Job Description

The Customer Service Representative/Associate Product Consultant role requires delivering exceptional customer experiences, enhancing the reputation of Fortune Brands products through positive interactions. This involves managing inbound calls, emails from customers with product and warranty questions, and using technology to assist consumers with product identification, troubleshooting, and guiding them through repair/installation processes.

This is a remote role with regular hours from Monday to Friday, 8am to 7pm EST.

Main Responsibilities:
  • Deliver exceptional customer experiences, enhancing the reputation of Fortune Brands products.
  • Manage inbound calls, accurately identifying issues and providing clear solutions for product and technical support.
  • Use technology to assist consumers with product identification, troubleshooting, and guiding them through repair/installation processes.
  • Resolve challenging consumer situations, ensuring positive outcomes for both the customer and Fortune Brands.
  • Meet or exceed daily performance targets in call quality, management, and productivity while following all processes and procedures.
  • Accurately document customer interactions, product details, and troubleshooting efforts for efficient record-keeping.

Qualifications:
  • 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 meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department's Remote Work Policy.