Customer Service Representative

Fortune Brands • Indianapolis, IN

9h • Remote

About The Position

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 and 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. Starting pay is $37,000 annually (17.79 p/h) and all equipment is provided.

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, 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

Nice To Haves

• Associate’s or Bachelor's degree is preferred
• Prior ERP (SAP, Oracle, etc.) experience preferred

Responsibilities

• Deliver exceptional customer experiences, enhancing the reputation of Therma Tru 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

• Annual bonus plan based on company and individual performance, or a role-based sales incentive plan
• Robust health plans
• Market-leading 401(k) program with a company contribution
• Product discounts
• Flexible time off benefits
• Adoption benefits
• Numerous ERGs (Employee Resource Groups)

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