Customer Service Representative - job 1 of 9

Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too. When you join Fortune Brands, you become part of a high-performing team who are empowered to think big, learn fast and make bold decisions. We support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves, and where our differences and unique perspectives are a key strength. Explore life at Fortune Brands here

The Master Lock Consumer Service team is comprised of front-line professionals who take pride in ensuring an excellent customer experience. They are the personal connection between our company and our customers.

YOUR ROLE:

As the Customer Solutions Representative, you are the “Voice of Master Lock” that consumers interact with when they have product or warranty questions. You will provide world-class customer service to our consumers and receive paid virtual training in Larson products to make sure you are ready to assist our customers.

Before the completion of training and to ensure you are ready for the role, you will be paired with a tenured teammate to prepare for success in your new career.

Master Lock offers a competitive starting rate of $37k/yr ($17.79/hour) and benefits from day one, which include medical, dental, vision, annual bonus opportunities, paid time off, 401K, profit sharing, product discounts, and more.

This position is 100% remote and Master Lock provides all the necessary equipment for you to be successful!

If this sounds like the position for you, our next training will begin on October 20th with training hours of 8:00 am-4:30 pm CST (M-F). Our contact center is open Monday - Friday 8:30am - 5:00pm Central Time.  

What you will be doing:

• Delivers a consumer experience that drives unsolicited, positive “word of mouth” advertisement for Masterlock/Sentry Safe
• 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 Masterlock/Sentry Safe
• 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

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

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $37000 USD. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits (including half-day summer Fridays per policy), inclusive fertility / adoption benefits, and more. We offer numerous Employee Resource Groups to support inclusivity and our associates’ feeling of belonging at work.

Fortune Brands is a brand, innovation and channel leader focused on exciting, supercharged categories in the home products, security and commercial building markets. Our portfolio of brands includes Moen, House of Rohl, Aqualisa, SpringWell, Therma-Tru, Larson, Fiberon, Master Lock, SentrySafe and Yale residential.

Fortune Brands is headquartered in Deerfield, Illinois and trades on the NYSE as FBIN

Equal Employment Opportunity:

FBIN is an equal employment opportunity employer and does not discriminate against any applicant based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

Reasonable Accommodations:

FBIN is committed to working with and providing reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application or interview process, please contact us at [email protected] and let us know the nature of your request along with your contact information. Resumes submitted to this email address will not be responded to.

To protect yourself from fraudulent job postings or recruitment scams, please note that FBIN job postings are exclusively hosted on our careers page at www.fbin.com/careers>.