Customer Service Representative

Fortune Brands • Indianapolis, IN

1d • Remote

About The Position

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We’re focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to 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. At Fortune Brands, we’re building something big. We’re advancing exciting innovations in all of our products and processes. We’re delivering trust, dependability, sustainability, and style. To make it all happen, we’ve transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential. When you join Fortune Brands, you become part of a high-performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged be their authentic selves, and where our differences and unique perspectives are a key strength. The Associate Product Consultant is responsible for providing high quality customer care to create a positive experience for consumers. This role requires the ability to work in a fast-paced environment that entails the management of inbound calls, emails from customers when they have product and warranty questions. This is a remote role. Regular hours are Monday through Friday from 8am to 5pm.

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
• 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

Nice To Haves

• Experience with Microsoft Teams a plus
• Associate’s or Bachelor's degree is preferred
• Prior ERP (SAP, Oracle, etc.) experience preferred

Responsibilities

• Deliver exceptional customer experiences, enhancing the reputation of FBIN products through professional, empathetic, and solution‑focused interactions—especially with customers who may be upset, frustrated, or dissatisfied.
• Manage a high volume of inbound calls, calmly de‑escalating emotional situations while accurately identifying customer issues and providing clear, effective resolutions for product and technical support.
• Use technology and internal systems to assist consumers with product identification, troubleshooting, and guiding them through repair or installation processes with patience and clarity.
• Confidently apply high school–level mathematics, including decimals, fractions, percentages, and basic calculations, to support product measurements, specifications, troubleshooting steps, and warranty or pricing discussions.
• Resolve challenging consumer situations by actively listening, demonstrating empathy, and ensuring positive outcomes for both the customer and FBIN.
• Meet or exceed daily performance targets related to call quality, call handling, productivity, and adherence to all processes and procedures.
• Accurately document customer interactions, product details, calculations, and troubleshooting actions to ensure thorough and efficient record‑keeping.

Benefits

• comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs
• robust health plans
• a market-leading 401(k) program with a company contribution
• product discounts
• flexible time off benefits
• adoption benefits
• numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees