Customer Solutions Representative

Fortune Brands Innovations • Fargo, ND

38d • $37,000 • Remote

About The Position

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 Master Lock 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 January 26, 2026 with training hours of 8:30 am-5:00 pm CST (M-F). Our contact center is open Monday - Friday 8:30am - 5:00pm Central Time.

Responsibilities

• Delivers a consumer experience that drives unsolicited, positive "word of mouth" advertisement for Master Lock
• 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 Master Lock
• 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

Benefits

• medical
• dental
• vision
• annual bonus opportunities
• paid time off
• 401K
• profit sharing
• product discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Furniture and Related Product Manufacturing
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees