Product Consultant (Customer Service) – Remote | Outdoors Business Unit | Future Opportunities

Fortune Brands • Phoenix, AZ

23h • $33,000 - $41,000 • Remote

About The Position

As a Product Consultant supporting our Therma-Tru or Larson brands, you will serve as the “Voice of the Brand” for consumers seeking product, technical, and warranty support. In this role, you will deliver high-quality service that creates a positive experience for our customers while helping them understand products, troubleshoot issues, and identify effective solutions. You will manage inbound consumer calls, provide product guidance, and support service solutions while ensuring professionalism, accuracy, and responsiveness in a fast-paced environment. The ideal candidate is customer-focused, detail-oriented, and motivated to deliver solutions that strengthen both consumer trust and brand reputation. We value individuals who can Think Fast , using tools, systems, and product knowledge to quickly diagnose issues and guide customers to effective solutions; Work It Together , collaborating with teammates and internal partners to support seamless consumer experiences; and Make the Hard Call , confidently navigating sensitive situations to determine fair and appropriate resolutions.

Requirements

• High School diploma or equivalent required
• Minimum of 2 years of experience in a contact center or fast-paced customer service environment
• Strong verbal and written communication skills with the ability to clearly explain technical information
• Proficiency in Microsoft Office applications including Outlook and Word; experience with Microsoft Teams preferred
• Ability to maintain focus and productivity in a structured remote work environment
• Strong problem-solving skills with the ability to guide customers through solutions in real time
• Demonstrated ability to collaborate with teammates and contribute to a positive team environment

Nice To Haves

• Associate’s or Bachelor’s degree, or currently working toward a degree
• Experience supporting technical products or troubleshooting consumer product issues
• Previous experience in a remote or virtual contact center environment

Responsibilities

• Deliver a positive consumer experience that strengthens brand perception and encourages customer advocacy
• Manage inbound consumer calls to diagnose product concerns, determine root causes, and provide clear product and technical support solutions
• Use available systems and product resources to identify products, explain solutions, and guide consumers through repairs or service kit installation
• Manage challenging or sensitive situations by identifying solutions that support both consumer satisfaction and business objectives
• Maintain professional communication and composure across all customer interactions
• Meet performance expectations including call quality, call management, productivity, and adherence to established processes
• Accurately document consumer information, product details, and troubleshooting steps within internal systems
• Participate in training and knowledge-sharing to build product expertise and service capabilities
• Support team initiatives and contribute to continuous improvement in customer service processes
• Perform other duties as assigned

Benefits

• Fortune Brands believes in fair and equitable pay.
• A reasonable estimate of the base salary range for this role is $33,000 USD - $41,000 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, adoption benefits, and more.
• We offer 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