Employees can work remotely
Company Description
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
Job Description
JOB DESCRIPTION:
The Luxury Product Consultant is responsible for providing high quality customer care to create a positive experience for customers and 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 questions, troubleshooting needs and warranty support.
This is a remote role. Regular hours are Monday through Friday 7:30am – 4:00pm PST, and optional weekend overtime.
RESPONSIBLIITIES:
- Luxury Consumer Experience: Deliver an exceptional consumer experience for luxury products that fosters positive, unsolicited "word of mouth" promotion for House of Rohl products.
- Product and Technical Support: Handle inbound consumer calls to troubleshoot and resolve product or technical issues. Identify the root cause of issues and communicate the most effective solutions, ensuring consumer satisfaction.
- Leverage Technology for Support: Utilize available technology to assist consumers in identifying products, explaining resolutions, and providing technical guidance on installation, repair, and the use of service kits or products.
- Resolve Sensitive Issues: Manage challenging or sensitive consumer situations with professionalism, working towards solutions that benefit both the consumer and House of Rohl.
- Maintain Professionalism: Ensure composure and professionalism in all interactions, even in high-pressure or complex situations.
- Meet Performance Standards: Consistently achieve daily targets related to call quality, call management, productivity, and adherence to operational processes and procedures.
- Accurate Record-Keeping: Document consumer demographics, product details, and troubleshooting steps accurately as required by company protocols.
- Adaptability and Flexibility: Perform additional duties or special assignments as needed to support team goals and operational requirements.
Qualifications
- High desire to interact with and provide luxury service to our customers.
- High School diploma or equivalent required.
- 2 years experience in a contact center or other fast-paced customer service environment required.
- Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department’s Remote Work Policy
- 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
- Demonstrated ability 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
PREFERRED QUALIFICATIONS:
- Prior ERP (SAP, Oracle, etc.) experience preferred
Additional Information
Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $35,000 USD - $45,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. 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 fbinleave.fbhs@fbin.com 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.
